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    • 5. April 2024 um 13:00 Uhr - Views: 838 #29733
      Daniel dos Santos
      Teilnehmer

        Hi,

        I have defined different Ticket Types (e.g. Unclassified, Bug, Features…etc) and the default Type is set to „Unclassified“ through  Ticket::Frontend::CustomerTicketMessage###TicketTypeDefault when a new ticket is being created by a customer.

        I have disabled  Ticket::Frontend::CustomerTicketMessage###TicketType, so customer is not required to specify it.

        Now, I would like to make mandatory the re-evaluation of the ticket type when an agent is closing a ticket to avoid all ticket to be closed with the „Unclassified“ type.

        Could you please let me know how to achieve this?

        Thanks a lot in advance for your help

         

      • 8. April 2024 um 16:00 Uhr #30054
        Stefan Abel
        Moderator

          Hi Daniel,

          You could create an ACL that disables Ticket > Type > Unclassified, so in the different Views, where the type is mandatory (e.g. AgentTicketFreeText / Change Ticket) you have to fill out a type (as the selected „Unclassified“ is now hidden through your ACL now).

          Maybe that solves your requirement.
          Cheers
          Stefan

        • 9. April 2024 um 8:39 Uhr #30061
          Daniel dos Santos
          Teilnehmer

            Hi Stefan,

            perfect…I just created an ACL with Change setting>PossibleNot>Ticket>Type>Unclassified and  it works as expected :)

            Thanks a lot for your help

            BR

            Daniel

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