answer templates depending on ticket status

[Giulio Soleni]

Hi,
I would like to filter the list of available replies (answer templates) on AgentTicketZoom frontend, based on ticket status.
Actually, we know, reply templates may be related only to queues.

Specifically, if the ticket is "new" I would like the reply menu could show only a template related to a possible "first reply", while once the the ticket is open I would like the menu may show only templates related to a possible follow up reply.

Do you think this can be done without development or code customization? ...maybe using ACL or some configuration parameter?
any hint would be really appreciated.

Giulio

[aph]

I don't think it is possible, at least not with standard tools. With ACL you could filter by state and depending on that disallow an action (AgentTicketCompose or AgentTicketForward), but not individual values for that action.
You could of course manipulate the available values with HTML code (as in case of dynamic fields, there are threads on restricting dynamic field values based on selection around in the forum)

I wouldn't mind being corrected

[Charmacas]

I would also think that you could solve that with ACLs. But I can't help further. Try allowing all replies and disallow the ones you don't want on a certain status. Shouldn't this do the trick?

[Giulio Soleni]

thank you for your reply,
as aph said I also am not sure ACL can do the trick.
Trying to limit the possible answer-templates for the new tickets, the best I have got is the following:

Code: Select all

Properties
	Frontend
		Action:
			AgentTicketZoom
	State
		TypeID:
			1
			
PossibleNot
	Action
		AgentTicketCompose

But that does not allow any reply if the ticket is in a new state

Well... maybe I have to put my hands somewhere on AgentTicketCompose.pm ... not so happy about that :/

thank you
Giulio

[Giulio Soleni]

Ok, maybe I found a possible solution editing AgentTicketZoom.pm ...
to share my idea...

Providing I have the following two templates
"Lock and First Reply" with ID: 4 which I would like to use only for new tickets
"Next Reply" with ID: 5 which I would like to use for open (or better not new) tickets
I adjusted AgentTicketZoom.pm file in the following way:

Code: Select all

                # get StandardResponsesStrg
                my %StandardResponseHash = %{ $Param{StandardResponses} || {} };
                
# CUSTOM EDIT BEGIN 
if ($Ticket{State} =~ /new/) {
  # delete "Lock and First Reply" template if state is new
  delete $StandardResponseHash{4};
}
else {
  # delete "Next Reply" template if state is NOT new
  delete $StandardResponseHash{5};
}
# CUSTOM EDIT END

That is, right after the %StandardResponseHash has been defined with all the key/value pairs for all the available templates, I delete the entry which I do not want for the specific ticket state.

Still checking ... but I think that this could be a solution.