Queue Selection according to Type Selection

[tvsuhail]

Hi,

How can we make conditional listing of data in Queue according to the Type Selected?

Thanks..

[crythias]

If you're asking this question, you are not using type properly.

[tvsuhail]

I am new to OTRS, so just totally confused.

Couldn't find anything like Types->Services in the Admin option. It has to be done using ACL? If So, How we can do this?

[crythias]

Yes, you could do this by ACL.

A Type would be like "Incident" or "Problem" or "Report"

A Queue is (my definition) a(n) [group of] agent who can handle a given ticket, possibly related to a Service that needs fixing.

The queue is "Who's going to handle this request" - Queue/Service ACL

To map a queue for a Type is too much work. If you have lots of queues, it should be based upon lots of [different] agents who can effectively handle the tickets in those queues.

[tvsuhail]

Thanks for the reply with an example.

How it can be done if it is dynamic field instead of queue? ie, dynamic field->Service

So all these change are stored in configuration rather than database?

[tvsuhail]

I placed a code like below in Config.pm, but there is no change in "New Phone Ticket" screen.

Code: Select all

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

        Queue => { Name => ['IT'], },
   },

   Possible => {
        Ticket => { Service  => ['ATM Card Lost', 'PIN Lost', 'Cash Descrepancy'],
                  },
   },
};

[crythias]

This only applies when you select the IT Queue.

[tvsuhail]

But when I select the "IT" Queue, nothing is listed in Service.

[crythias]

But when I select the "IT" Queue, nothing is listed in Service.

*Edit: Yeah, reneeb's right. you won't see Services until you select a customer.

[reneeb]

*) ACLs don't apply for the "root@localhost" user
*) Services belong to Customers, not Queues. So you have to select a customer

[tvsuhail]

It seems I better explain the scenario what I am looking for.

When an agent logins, I need the following flow in "New Phone Ticket". How we can achieve this>

"Type"
Complaint, Enquiry, Incident

Queue
IT, Accounts, WPS

Service
When "IT" Queue selected :- ATM Card Lost, PIN Lost, Cash Descrepancy
When "Accounts" Queue selected :- Request for Fund Transfer, Chq
When "WPS" Queue selected :- Salary Process, Disbursement

[crythias]

You can use dynamic field for "Service" if you want. It would be agnostic to the customer.

[tvsuhail]

How can it be done using Dynamic Field, kindly provide an example.

[crythias]

1) Create a Dynamic field
2) Fill it with all "services"
3) name it
4) Apply ACL per documentation.
5) Add it to any screen via SysConfig

[tvsuhail]

Can u tell me how the 5th point can be done in my case.

5) Add it to any screen via SysConfig

[reneeb]

Go to Admin area -> SysConfig
Select "Ticket" from dropdown
Klick on Frontend::Agent::Ticket::ViewEmailNew
Scroll down to the option Ticket::Frontend::AgentTicketEmail###DynamicField
Klick on + -sign
Add "Service" as key and 1 or 2 as the value (depending on what you want)

[tvsuhail]

But why below "Service" filter is not working when "IT" queue is selected.

When "IT" Queue selects, I need to only display ATM Card Lost, PIN Lost, Cash Descrepancy in Service

Could someone give me an example with each and every steps

[crythias]

But why below "Service" filter is not working when "IT" queue is selected.

*Edit: Yeah, reneeb's right. you won't see Services until you select a customer.

you have to select a customer