Services in "empty answer"

[zip]

Hey

its possible that the agent can set the service when he want to contact the customer via the "empty answer" (AgentTicketCompose)?
i want to remove the "Close" option so that the agent have to send the customer a email when he wants to close a ticket and he has to set the service!

thanks

[crythias]

set the service at time of close is a bit late in the game (because sla tied to service, usually), but ... :)
If it's not in Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose, it's not available.

HOWEVER, you could use ACL to not allow any response at all unless there is a service set (via Note, usually?)

[zip]

we don't use sla's (at the moment) and my colleagues sometimes forget to set the service, so i have to force them

how can i say "if service is empty then..."?

i created this acl but its not working:

Code: Select all

	
	    $Self->{TicketAcl}->{'Service'} = {

        # Match properties
        Properties => {

            Service => {
                Name => [''],
                },

        },
        # Set which Options are  possible (white list)
        Possible => {
            
            Ticket => {
                Action => { AgentTicketCompose => 0},
            },

        },

    };

[crythias]

Action should not be within Ticket.

Code: Select all

      $Self->{TicketAcl}->{'No-Service'} = {
          Properties => {
              Service => {
                  Name => ['[RegExp]^$'],
              }
          },
          Possible => {
                  Action => {
                      AgentTicketCompose => 0,
                  }
          }
      };

[zip]

ok but its still not working! i added the code in my config.pm, executed the RebuildConfig.pl, restarted the web services, logged out and in, added new tickets, but i can still send emails via the empty answer button when no service is selected!

[crythias]

I tested it before posting

[zip]

If i say

Code: Select all

      $Self->{TicketAcl}->{'No-Service'} = {
          Properties => {
              Service => {
                  Name => ['Service_Name'],
              }
          },
          Possible => {
                  Action => {
                      AgentTicketCompose => 0,
                  }
          }
      };

its working. So there must be something wrong with the ' [RegExp]^$', or in my system something is going on wrong.I'm trying to fix that but i would appreciate any help or ideas to how i get this working.

[crythias]

Name => ['[RegExp]^$'] expects a blank service name.

Check your database to make sure a service has not been assigned.

[zip]

sql_box.jpg

[zip]

Can i assign every new ticket which has no service to a specific service called e.g. "No Service"?

[crythias]

I must admit, I'm having problems as well.
I don't have a good answer at the moment.

[zip]

Easy, at least it's friday
Have a nice weekend and happy easter!

[crythias]

i want to remove the "Close" option so that the agent have to send the customer a email when he wants to close a ticket and he has to set the service!

A thought...

SysConfig: Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewClose

Ticket::Frontend::AgentTicketClose###ServiceMandatory

Default value: No
Sets if service must be selected by the agent.

its possible that the agent can set the service when he want to contact the customer via the "empty answer" (AgentTicketCompose)?

It appears that service can't be selected in "reply" (probably because it's not supposed to make sense to change the service during communication with customer.

I'm still not able to figure out the "prevent on no service"

[zip]

The main problem of the whole story is when a agent is closing a ticket, the customer needs to get informed by email and many times its needed to add other people in bcc or cc. And its important that every closed ticket has a service assigned (we dont use sla's and the agent sometimes forget to set the service). So i cant do it with only one step, the reply function or the close tab, i have to use both. Since the agents are lazy and dont want first to send a email via the reply function and then go to the Close tab to close the ticket it would be a nice-to-have that they can do it all in one step. First i made a generic agent which sends a email with the note text of the Close tab to the customer, but there is no bcc or cc function. Then i wanted to to it with the reply function but there i cant set the service. The workaround with the acl would be nice but its not working (yet) so i think the only way to to this atm is to add the service to the reply function.
You think its possible to implement this and that it could be added within the next releases?
But as i said, its only a nice-to-have feature