Custom Fields Tickets -> Ticket rules based on custom fields

[Dalton]

So you have custom fields and other options for harvesting data from the client when they submit a ticket, but they are of little value if they cannot be used to automate the process somehow (setting priority, department, etc).

Whether via a truly custom field and 'rules' type options or by offering a field that has custom options and results, this would be an awesome feature that doesnt seem like it would be a nightmare to create.

We have 100s of support tickets per day and organization/automation was the main goal of purchasing support software.

Thanks Kayako!

[Jamie Edwards]

Moved to the consideration queue for V4.

[quipment]

Good idea to implement

[Thijs]

I'm also looking for a V3 solution that can assign a global (so at the mainpage) inserted ticket to a department on some terms.

Ofcourse every department has it's own email address, but I would like to be able to that the user does not has to chose a department but can fill in a word or something like it.

[mreine]

I would like to request a feature that is available in every single other free and for purchase support software that is available today. I am baffled that it is not available in your software.

1. Ability to have a web based ticket submission routed to a particular department based on a custom field choice.

example:

1. click "submit a ticket"
2. select "IT" department
3. select "next" button
4. select from option of radio buttons (custom fields)
1. construction
2. printers
3. computer
4. phones
5. user selects "phones" radio button
6. enters ticket information
7. submits ticket
8. ticket gets parsed and based on rule of:
1. if category (custom field) = phones then set department = phone department
9. when i log in as a staff member, this ticket will show up under the "phone department" and not under MIS.

As it stands now, we have to have someone login and manually assign hundreds upon hundreds of tickets manually to various departments because you don't offer this basic feature.

This would only require some php coding and a few mysql queries. Let me know if you need some help as I could code this for you in about 20 minutes.

The only rules I can set are for email and not for web created tickets but they should both be the same rules to apply to both or else I have to set twice the rules, one for email and one for web submission.

Take a look at RightNow Web Technologies support offering. They offer all this and alot more.

[Siora]

Why not code it, test it, and offer it as a modification to the rest of the community?

[mreine]

Will I be able to with only 90% open source code?

I can easily make a php page to do this but I would assume kayako would have implemented this as it is their product.

[Siora]

I agree with you but they won't implement anything right away. If its a bug it goes in the bug tracker. If its a feature request it is evaluated and put into a V3 or V4 bin if accepted.

So what I'm say is is keep it as a feature request and if you can code the resolution then do it and provide it to the community like so many others here have done.

[mreine]

I would like to request a feature that is available in every single other free and for purchase support software that is available today. I am baffled that it is not available in your software.

1. Ability to have a web based ticket submission routed to a particular department based on a custom field choice.

example:

1. click "submit a ticket"
2. select "IT" department
3. select "next" button
4. select from option of radio buttons (custom fields)
1. construction
2. printers
3. computer
4. phones
5. user selects "phones" radio button
6. enters ticket information
7. submits ticket
8. ticket gets parsed and based on rule of:
1. if category (custom field) = phones then set department = phone department
9. when i log in as a staff member, this ticket will show up under the "phone department" and not under MIS.

As it stands now, we have to have someone login and manually assign hundreds upon hundreds of tickets manually to various departments because you don't offer this basic feature.

This would only require some php coding and a few mysql queries. Let me know if you need some help as I could code this for you in about 20 minutes.

The only rules I can set are for email and not for web created tickets but they should both be the same rules to apply to both or else I have to set twice the rules, one for email and one for web submission.

Take a look at RightNow Web Technologies support offering. They offer all this and alot more.

http://www.rightnow.com/quicktour/se...ow_Service.swf

[jibo]

Sounds like a very interesting mod!

[Jamie Edwards]

Will implement in Version 4.