Remove option from queue selection

[freeman77]

Hello everyone, I'm facing another problem

When a customer user wants to open a new ticket in the customer panel he needs to select a queue.
What if the customer can only see 1 queue? Then is kind of unnecessary for the customer to "waste time" making 2 more clicks to do so (I know it sounds silly).

queues.png

Is there a way to remove the HTML code ("<option value="">-</option>") or something else?

Thanks!

[crythias]

If one queue, SysConfig, set default queue and don't show queue.

[freeman77]

Thank you, unfortunately "Ticket::Frontend::CustomerTicketMessage###QueueDefault" can't solve my problem.

I have set up multiple customers with only one selectable queue, so in order to use this function I would need to receive all tickets from all customers in a temporary queue and then dispatch them to their corresponding queue.

[root]

Did you tried ACLs?

[freeman77]

Yes, I configured some ACL's to only show the corresponding queues to their corresponding customers.

[root]

I did not tried to remove the '-' entry from the list, but you can add an custom javascript and preselect the queue with jQuery

[freeman77]

Thank you, I will give that a try.

[crythias]

Thank you, unfortunately "Ticket::Frontend::CustomerTicketMessage###QueueDefault" can't solve my problem.

I have set up multiple customers with only one selectable queue, so in order to use this function I would need to receive all tickets from all customers in a temporary queue and then dispatch them to their corresponding queue.

You're using customer based queue? Now you know why I say don't do that.

[freeman77]

You're using customer based queue? Now you know why I say don't do that.

I know
I read the article where you explain why you shouldn't implement customer based queues and use services instead to separate customers. This way it felt more intuitive. Queues to separate departments like helpdesk and support on each customer. Groups to assign agents on those queues. It's still in testing though. I'm so lost on this....

[crythias]

Further to that, I'm obsessed with DRY (don't repeat yourself).

Certainly there are *services* your customers might have purchased, but they're services you sell/provide/service, and even if they're "customized" for a customer, unless you've assigned the service to a customer, they're not visible to the customer (unless default services).

Service: Bob's donuts
Service: Jane's donuts

OK, Bob, and Bob's company (same customer_id) might have "Bob's donuts" (ACL)
But it's a pain to manage. I could sell "Donuts" to Bob (and his company) and sell "Donuts" to Jane (and her company) but I don't have to worry about whether Bob or Jane knows that the other have been sold donuts. I don't really need Jane to tell me to service Jane's donuts, because I know Jane (or a rep for Jane) is asking for ticket support for Donuts, and because I know Who and What [service], I can gather that means a WhoWhat to support.

It gets a bit more complicated when I attach different SLAs (for Bob vs Jane) and then I might configure a Service-SLA pairing that I sold Bob vs Jane but I can sell that Service-SLA pair to a bunch more people without having to say "this is Bob's 10 minute donut" vs "this is Jane's 30 minute donut" as a label because I already know Bob, Donut, and 10 minute separately.

[freeman77]

Wow! Thanks for the long explanation.

This part confuses me:

I could sell "Donuts" to Bob (and his company) and sell "Donuts" to Jane (and her company) but I don't have to worry about whether Bob or Jane knows that the other have been sold donuts.

So you're saying that it doesn't matter if they can see each other services?

[crythias]

So you're saying that it doesn't matter if they can see each other services?

My catalog of services is the same whether I provide that catalog to Jane or Bob. I can restrict the services that I provide Jane, and I can restrict the services I provide Bob. But I don't have to (necessarily) create a new service that is explicitly tied to Jane (and label as Jane's) that Bob can't see.

The subtle (?) difference is whether Bob sees "WhoWhat" services or just "What" services. No, it's not okay that Bob sees WhoWhat services (and especially not What services assigned to another Who). And I'm not a fan of maintaining that list if I have hundreds, thousands of WhoWhat services. I don't sell WhoWhat services. I sell a fixed number of What services that may or may not be customized for my customers, and my customers won't see the What Services attached to people they don't have access to.

WhoWhat service: Jane's Donuts. Now if Jane leaves, I have this remnant of entry that I can make invalid, maybe rename, but it's clutter.

What Service: Donuts. Bob has Donuts. Jane has Donuts, Fred has Donuts. I allow Donuts to be seen by Bob, Jane, and Fred, but none of the above have an idea that the other have Donuts. And if they see Donuts in a service list, they may inquire about Donuts, and have that question, but they won't have a clue (by naming) that there's a Jane's Donuts (Jane is your customer, too, huh? I don't like Jane -- with apologies to Jane). If Jane leaves or George arrives, I can sell Donuts to George without having to do a naming conflict and privacy check, etc.

But If I want to know how many tickets Jane has placed against donuts, I don't look for "Jane's Donuts". I look for "Jane" and "Donuts".

[crythias]

Just to be clear: Bob and Jane can't see each other's [attached/assigned] services. They may possibly share an assigned service catalog.