Administrator Interface

This package has no administrator interface, but the function can be used in agent and external interface. The following screens can be configured.

Agent interface:

  • New Email Ticket
  • New Phone Ticket
  • New Process Ticket (incl. Process Activity Dialogs)
  • New SMS Ticket
  • Close Ticket
  • Change Customer
  • Send Email Outbound
  • Change Free Fields
  • Link Objects
  • Merge Ticket
  • Move Ticket
  • Add Note
  • Change Owner
  • Set Pending Time
  • Add Phone Call Inbound
  • Add Phone Call Outbound
  • Change Priority
  • Change Responsible
  • Send SMS Outbound
  • Forward via Email
  • Redirect via Email
  • Reply via Email
  • Reply to All via Email
  • Reply via Note
  • Reply via SMS

External interface:

  • Create New Ticket
  • Create New Process Ticket (incl. Process Activity Dialogs)
  • Ticket Reply (within Ticket Detail View)

Example Usage

Goals:

  • If brand VW is selected, all dynamic fields should be hidden and just VW Model is displayed.
  • If VW model Up is selected, all dynamic fields should be displayed except for the fields Peugeot Model and Peugeot Production Facility.

Create the following dynamic fields:

Object Type Name Label Possible values
Ticket Dropdown Brand Brand
  • VW → VW
  • Peugeot → Peugeot
Ticket Dropdown VWModel VW Model
  • Up → Up
  • Polo → Polo
  • Golf → Golf
  • T5 → T5
Ticket Dropdown VWProductionFacility VW Production Facility
  • Barcelona → Barcelona
  • Berlin → Berlin
  • Bratislava → Bratislava
Ticket Dropdown PeugeotModel Peugeot Model
  • 207 → 207
  • 307 → 307
Ticket Dropdown PeugeotProductionFacility Peugeot Production Facility
  • Poissy → Poissy
  • Madrid → Madrid
  • Trnava → Trnava
Ticket Dropdown Fuel Fuel
  • Gasoline → Gasoline
  • Diesel → Diesel
  • Gas → Gas
Ticket Multiselect Accessories Accessories
  • CDRadio → CD Radio
  • GPS → GPS
  • ProximitySensors → Proximity Sensors
  • RearCamera → Rear Camera
  • ClimateControl → Climate Control
Ticket Textarea Remarks Remarks  
Ticket Date RegistrationDate Registration Date  
Ticket Date InvoiceDate Invoice Date  

Note

All Dropdown and Multiselect dynamic fields should have the option Add empty value set to Yes in their configuration.

Add the dynamic fields to the New Phone Ticket screen via setting Forms###AgentFrontend::TicketCreate::Phone::CreateProperties:

- Label: Dynamic Fields
  Collapsible: 1
  Fields:
  - Name: DynamicField_Brand
  - Name: DynamicField_VWModel
  - Name: DynamicField_VWProductionFacility
  - Name: DynamicField_PeugeotModel
  - Name: DynamicField_PeugeotProductionFacility
  - Name: DynamicField_Fuel
  - Name: DynamicField_Accessories
  - Name: DynamicField_Remarks
  - Name: DynamicField_RegistrationDate
  - Name: DynamicField_InvoiceDate

Import this ACL:

---
- ChangeBy: root@localhost
  ChangeTime: 2019-07-22 11:44:25
  Comment: ''
  ConfigChange:
    PossibleNot:
      Form:
      - PeugeotModel
      - PeugeotProductionFacility
      - Accessories
      - Fuel
      - Remarks
      - RegistrationDate
      - InvoiceDate
  ConfigMatch:
    Properties:
      Ticket:
        DynamicField_Brand:
        - VW
  CreateBy: root@localhost
  CreateTime: 2019-07-22 11:40:43
  Description: ''
  ID: 1
  Name: ACL-VW
  StopAfterMatch: 0
  ValidID: 1

Detailed explanation:

DynamicField_Brand:
- VW

The condition for this ACL rule. If brand VW is selected, the rule will come into action. The array contains the used possible values. These are keys found in your database inside the dynamic_field table in column config. In this example it is a dynamic field of type Dropdown.

Form:

This package introduces the Form key as new option in the Possible, PossibleAdd and PossibleNot ACL change sections. Form holds the configuration for the visibility of dynamic fields.

PossibleNot:
  Form:
  - PeugeotModel
  - PeugeotProductionFacility
  - Accessories
  - Fuel
  - Remarks
  - RegistrationDate
  - InvoiceDate

This section lists the dynamic fields that should not be visible. In this example the dynamic fields VW Model and VW Production Facility are visible. All other dynamic fields will be hidden.

Import this second ACL:

---
- ChangeBy: root@localhost
  ChangeTime: 2019-07-22 12:06:24
  Comment: ''
  ConfigChange:
    Possible:
      Ticket:
        DynamicField_Accessories:
        - CDRadio
        - ClimateControl
        DynamicField_Fuel:
        - Gasoline
        DynamicField_VWProductionFacility:
        - Bratislava
    PossibleAdd:
      Form:
      - Accessories
      - Fuel
      - Remarks
      - RegistrationDate
      - InvoiceDate
    PossibleNot:
      Form:
      - PeugeotModel
      - PeugeotProductionFacility
  ConfigMatch:
    Properties:
      Ticket:
        DynamicField_Brand:
        - VW
        DynamicField_VWModel:
        - Up
  CreateBy: root@localhost
  CreateTime: 2019-07-22 11:47:02
  Description: ''
  ID: 2
  Name: ACL-VW-Up
  StopAfterMatch: 0
  ValidID: 1

Detailed explanation:

DynamicField_Brand:
- VW
DynamicField_VWModel:
- Up

In this example two conditions should be met. Brand has to be VW and VW model has to be Up for this rule to come into action. It will be triggered only if an agent selects brand VW and VW model Up.

PossibleAdd:
  Form:
  - Accessories
  - Fuel
  - Remarks
  - RegistrationDate
  - InvoiceDate

Here the dynamic fields VW Model and VW Production Facility were already visible and they remain, but Accessories, Fuel, Remarks, Registration Date and Invoice Date has to be re-added to the fields that are visible. This is done in the PossibleAdd section as the first ACL sets this fields as not shown and both ACLs works together. If this was done in the Possible section for example, the result will be that only these fields explicitly will be shown and VW Model and VW Production Facility will be hidden as they are not longer part of the (new) Possible section.

PossibleNot:
  Form:
  - PeugeotModel
  - PeugeotProductionFacility

Just Peugeot Model and Peugeot Production Facility are invisible (in our example it does not make much sense to configure a Peugeot model if the user has a VW Up).

In addition to the visibility of dynamic fields there is the possibility to show just some of the possible values of a dynamic field. Combined into ACL rules like in here, makes it easier to handle big multiselects.

Possible:
  Ticket:
    DynamicField_Accessories:
    - CDRadio
    - ClimateControl
    DynamicField_Fuel:
    - Gasoline
    DynamicField_VWProductionFacility:
    - Bratislava

In our example a VW Up can have just CD Radio and Climate Control as extra accessories, just Gasoline as fuel and can be produced just in Bratislava.

If we would have an ACL rule for Peugeot 207 for example, there may be other extras, fuel options and production locations selectable.

Note

If you are showing dynamic fields using the Possible option based on a DynamicField_NameX value, is normally desirable to include the dynamic field that triggers the ACL to be part of the fields to be displayed in the Possible or PossibleAdd sections (if apply). Otherwise if Possible or PossibleAdd contains other fields and not the trigger, the latest will not be shown after the value is selected.

Note

The mandatory status of the fields can not be changed using this method.