Infos:
We want to use zammd for internal communication. But I’ve the problem that some agents have to create tickes for themself too. When they a role with agent and customer and like to create a ticket they see alsway the possibilityes to create tickets by phone/mail and they’ve to set up the customer. Is ther any possibilty to show the agents only the customer view for new tickets?
Many thanks for help!
JK
- Used Zammad version: 6.5
- Used Zammad installation type: Docker
- Operating system: Ubunto
- Browser + version: Firefox 140.0.2
Expected behavior:
- Ticket creating view for agents like a customer
Actual behavior:
- With coreworkflows I can reduce the viewed options but I can’t remove that they’ve to choose the customer and phone/mail
Zammad cannot differentiate if the agent wants to interact as agent or customer during the ticket creation. It also expects an agent to create agent tickets, thus they will see what they’re allowed to.
Thanks @MrGeneration ! That they can see more than there on group is adjustabel by the core workflow. So I will setup the same workflow like for the customers. But is there a possibility to file the field “cusmtomer” automatically by there one name or can I remove it?
I find out to that when I’m an agent and use the link for the customer ticket view http://xxx.xxx.xxx:xxxx//#customer_ticket_new the options phone call incomming/outgoing and mail is removed. Only the the field “customer” ist the difference beweeten the role customer.
For the future it might be an interesting thing to select the view for the “New ticket” view speratly for agents?
No and no I am afraid.
Well, you can check the list of future requests on this board and create one if it‘s missing, ig you believe it‘s a missing feature.