Choose a particular staff before submitting

[sureshkumar.mr]

Is it possible for an user to choose a particular staff before submitting ticket?

Is it possible for an user to change department after submitting ticket?

Any workarounds are welcome.

[supportskins]

I do not think either of these are possible at the moment. The new feature where clients can edit ticket properties only allows the client to change Ticket priority and status, not department. Although I am not sure if you really want to allow clients to change departments. You do not want the ticket to go missing especially in situations where the staff users are assigned to specific departments.

[Varun Shoor]

Suresh,
Do you wish to give this functionality to your clients or would an event based global rule system do the trick?

We are debating a major feature addition which will basically allow you to trigger certain actions whenever any event is triggered (new ticket, status change etc) based on certain set of criteria (if department in Sales & is a new ticket then assign it to John).

Regards,

Varun Shoor

[sureshkumar.mr]

Actually we have a requirement where user should have option to escalate any issues which are not properly handled by any of the departments to director level.

We are planning to create one more department by name "Senior Management".

User should have the flexibiltiy to move the ticket from the existing department to the "Senior Management" or able to assign to a particular person in that Team for action.

[Varun Shoor]

Ahh, Thanks for explaining.

Its an interesting proposition but I am not sure if giving clients the option to change staff or department is a wise thing. I will think up more on this and reply to this post if I get any more ideas around this.

The biggest problem here is that there is no such thing as 'public' or 'private' staff so a display of entire staff list might not be right.

Regards,

Varun Shoor

[techs]

I upgraded to the latest CVS and my clients can't edit the priority or close the tickets..

[supportskins]

Did you restore the templates after you upgraded?

[techs]

How do you restore the templates?

[Jamie Edwards]

Templates are sometimes updated in between product upgrades. This means that the new copies need to be synchronised with the copies you are currently running.

To do this:

1) Login to the admincp
2) Click "Templates"
3) Click Diagnostics
4) Under List Modified Templates click List
5) Click on each template name listed
6) When "viewing" the template, click "Restore"
7) Do this for every template until no more are listed under "Diagnostics > List Modified Templates".

Please note that "Restore"(ing) a template will clear any customisations done to that template.

Hope this response I gave to someone else in another thread is of help.

Thanks,