New Ticket: set queue and sla depending ticket type

[pebeITS]

Hello,

I have created some ACLs, that filters some SLAs and Queues depending on ticket type.
So when choosing ticket type "Ticket", only the queue "Support" is selectable, when choosing ticket type "ToDo", Queue "ToDos" is selectable.

As the the agent can only select one queue depending ticket-type, I would preselect the queue field automatically, so that the agent does not have to select the queue.

Any idea, how I can realize that? With custom javascript?

Regards

[crythias]

In the interface, JavaScript. ACL does not provide "Select This" option (which would be nice, but easy to conflict as well, how do you deal with that race condition?)

However, you can use Generic Agent event to set the value after submit.

[pebeITS]

Just thought about an generic agent, but I have some conditions regarding my customer notifications.
Our customers get an eMail with Ticket-Information after the ticket is created.
On "TicketCreate" with Ticket-Filter Queues "ToDos" and "Ticket" the notification is sent.

Alter submiting the ticket without queue-information the notification would not be sent; or does the generic agent grabs the ticket first?

[pebeITS]

I have tried to use Javascript to preselect the queue-value, but my js-routines does not work within the "type-selector".
Tested with the "subject-"field, the javascript works. Here my code:

Code: Select all

if ( CurrentAction == 'AgentTicketPhone')
	{
		var CurrentSubject = document.getElementById('Subject');
		CurrentSubject.addEventListener("change", function() 
			{
				alert ("Subject changed");
			}
		);
}

Anybody an idea, how to adopt that to the type-selector? getElementById("TypeID") and getElementById("TypeID_Search") does not work...