Define CustomerID and SLA before answer a ticket
Moderator: crythias
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Rsardinha
- Znuny newbie
- Posts: 19
- Joined: 10 Feb 2017, 06:16
- Znuny Version: Otrs-5
- Real Name: Rangel sardinha
- Company: Ezvoice telecom
Define CustomerID and SLA before answer a ticket
Is there a way to force my agents to fill the customer ID (for new customers) and fill the service and SLA fields before answer a ticket?
-
Rsardinha
- Znuny newbie
- Posts: 19
- Joined: 10 Feb 2017, 06:16
- Znuny Version: Otrs-5
- Real Name: Rangel sardinha
- Company: Ezvoice telecom
Re: Define CustomerID and SLA before answer a ticket
I'm trying to do it using ACL, but without success. The idea is when a ticket came to the agent queue the only option that he have is define the service and SLA under priority option. After this if the customer company is not filled, the agent must create the customer user. Is it possible?
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