(SOLVED) Should I use services for this?

[morecw]

Hi all,

I've asked something similar before but from the wrong angle. So here goes..

We would like the customer experience of creating a ticket to be as follows:

1. Customer logs in and creates new ticket
2. A single queue is pre-selected
3. Customer selects one of our software products from a dropdown
4. Based on 3. a new dropdown appears with version numbers related to the above
5. Customer continues fills out rest of ticket and submits

Base on the above, should 3. + 4. be handled by 'Services'?

[crythias]

Would possibly be okay to use a Dynamic Field filtered on ACL based upon service chosen. (Easiest).

[morecw]

Would possibly be okay to use a Dynamic Field filtered on ACL based upon service chosen. (Easiest).

Really? Would 4. not simply be a range of subservices linked to the selected service in 3.?

[crythias]

Really? Would 4. not simply be a range of subservices linked to the selected service in 3.?

Go ahead. Try to get dependent subservices to work. If it works, you have the answer. If it doesn't, you have to do something else about this-- either adjust the code for dependent subservices or make acls work or ...

I'm not saying my option is the "right" one. I'm just saying that it's perhaps the easiest one to accomplish this task, short of making the versions sub services and making a big long list of which the user only has to make one selection. If I were to make any other suggestion, it would be to make the service or a blank dynamic field a fuzzy search into an input type=text (see my extdata.pl howto). I suspect that would be a bit too free form for your liking, though, because the problem with fuzzy search is that the user doesn't always *have* to choose from the provided results.

[morecw]

I'm not saying my option is the "right" one. I'm just saying that it's perhaps the easiest one to accomplish this task, short of making the versions sub services and making a big long list of which the user only has to make one selection. If I were to make any other suggestion, it would be to make the service or a blank dynamic field a fuzzy search into an input type=text (see my extdata.pl howto). I suspect that would be a bit too free form for your liking, though, because the problem with fuzzy search is that the user doesn't always *have* to choose from the provided results.

To be honest, services just seemed easier as an "out the box thing" than coding with ACLs of which I need to begin to understand first before I can begin experimenting.

I can't much in the manual on Services but reading the forums here it seems that Services would be a slightly inappropriate choice for what is simply product selection. All our customers have the same 2 day SLA anyway

[crythias]

To be honest, services just seemed easier as an "out the box thing" than coding with ACLs of which I need to begin to understand first before I can begin experimenting.

it seems that Services would be a slightly inappropriate choice for what is simply product selection

I don't agree with this. A queue is, in my opinion, "who is able to handle this request"?. A service is -- also, my opinion -- "What does the customer want the agent to work on?" Explicitly, as I understand it, the object (or warranty) that the customer has purchased. And therefore an SLA *can* be assigned to the service, though if not, the queue's SLA wins.

[morecw]

A queue is, in my opinion, "who is able to handle this request"?. A service is -- also, my opinion -- "What does the customer want the agent to work on?"

Fair enough, then product selection such as 'app' followed by 'version' would be suitable after all. However the default single dropdown for services and sub-services really wouldn't work for us and I am required to keep this development cost-free at the moment so buying the multi-level dropdown wouldn't be an option either.

SLAs in OTRS really aren't necessary for us either as, as I mentioned earlier all our customers have the same 2 day SLA of which we can configure via queue.

So it looks like I'm going to have to do this via Dynamic Field drop downs and figure out how the hell to write an ACL to display only the relevant versions in the proceeding dropdown.

I've already found quite a few posts on ACLs. But if you could recommend me a post I should really check out then please link it to me. Thanks in advance.

[morecw]

As well as looking in the manual, I also tried to relate your example for my dynamic fields but it errors: "500 Internal Server Error"

I have 3 dynamic field dropdowns I'd like the user to choose from: Product (e.g Magellan..), Subproducts (e.g Allgemein, Berichte..), Versionnos (e.g 1.0, 1.1..)

I added the following to the end of kernel\config.pm. If I could just get it working for the first two d.fields then I'd like to extend it to Versionnos.

Code: Select all

$Self->{TicketAcl}->{'ACL-Product selection'} = 
{
                     # match properties
   Properties => {

        DynamicField_Product => { Name => ['Magellan', 'Optional::Other::DynamicField_Subproducts'], },
   },

   Possible => {
        Ticket => { DynamicField_Subproducts  => ['Allgemein', 'Berichte'],
                  },
   },
};

Could you please advise me what I've done wrong?

[morecw]

I believe the subject of this post is now answered so I have created a new post for my current problem