[SOLVED]Disable Reply button on ticket zoom screen

[longnguyenotrs]

Hi all,

My situation is as follow: If an agent go into the ticket zoom screen and is the owner of the ticket, then he/she can use Reply button to send feedback to customer. However, if that agent is not the owner of the ticket but only Responsible for it then the Reply button is disable (or removed) so that agent can only add internal note to others (without the ability to contact customer).

Could anyone can help me with that? Thanks a lot in advance.

Thanks and Best regards,

Long

[jojo]

thats not possible.

[longnguyenotrs]

thats not possible.

Thanks for your feedback jojo. Could it be done by code? Thanks in advance.

[reneeb]

Sure... you can do (nearly) everything with some programming.

Hint: In AgentTicketZoom.pm you'll find

Code: Select all

            my $Access = 1;
            my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
            if ( $Config->{Permission} ) {
                my $Ok = $Self->{TicketObject}->TicketPermission(
                    Type     => $Config->{Permission},
                    TicketID => $Ticket{TicketID},
                    UserID   => $Self->{UserID},
                    LogNo    => 1,
                );
                if ( !$Ok ) {
                    $Access = 0;
                }
            }

You have to set $Access to 0 if the current User (hint 2: current user id is stored in $Self->{UserID}) is just the Responsible...

[longnguyenotrs]

Sure... you can do (nearly) everything with some programming.

Hint: In AgentTicketZoom.pm you'll find

Code: Select all

            my $Access = 1;
            my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
            if ( $Config->{Permission} ) {
                my $Ok = $Self->{TicketObject}->TicketPermission(
                    Type     => $Config->{Permission},
                    TicketID => $Ticket{TicketID},
                    UserID   => $Self->{UserID},
                    LogNo    => 1,
                );
                if ( !$Ok ) {
                    $Access = 0;
                }
            }

You have to set $Access to 0 if the current User (hint 2: current user id is stored in $Self->{UserID}) is just the Responsible...

Thanks a lot for your help reneeb. However, as per your instruction, I understood that we must always set some user ID as Responsible (by that, when checking user ID, we will know that user ID is Responsible or Owner). But an user ID can be owner of this ticket and at the same time the Responsible for other ticket. Could you help me how to check whether the current agent is an Owner or not? Thanks in advance.

[reneeb]

Code: Select all

                my $Access = 1;
                my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
                if ( $Config->{Permission} ) {
                    my $Ok = $Self->{TicketObject}->TicketPermission(
                        Type     => $Config->{Permission},
                        TicketID => $Ticket{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                
                if ( 
                    $Ticket{OwnerID} != $Self->{UserID}                 # user is not owner of the ticket
                   && $Ticket{ResponsibleID}                            # a responsible person is set
                   && $Ticket{ResponsibleID} == $Self->{UserID}         # that responsible person is the current user
                ) {
                    $Access = 0;
                }

[longnguyenotrs]

Code: Select all

                my $Access = 1;
                my $Config = $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketCompose');
                if ( $Config->{Permission} ) {
                    my $Ok = $Self->{TicketObject}->TicketPermission(
                        Type     => $Config->{Permission},
                        TicketID => $Ticket{TicketID},
                        UserID   => $Self->{UserID},
                        LogNo    => 1,
                    );
                    if ( !$Ok ) {
                        $Access = 0;
                    }
                }
                
                if ( 
                    $Ticket{OwnerID} != $Self->{UserID}                 # user is not owner of the ticket
                   && $Ticket{ResponsibleID}                            # a responsible person is set
                   && $Ticket{ResponsibleID} == $Self->{UserID}         # that responsible person is the current user
                ) {
                    $Access = 0;
                }

Thanks a lot for your help reneeb. It worked nice.