I’d like sable ticket state for customers and automatically assignment to group.
Actual behavior:
Now the customers can choise the ticket state and they can see all group
Steps to reproduce the behavior:
I want only disable ticket state for customers when open a new ticket and automatically assignment to group.
For example Customers are subscribed to certain groups, they must be able to open tickets only for those groups without seeing the complete list of groups as now.
You can choose which ticket states are visible for the customer, the process involves the console and is described here.
You should not take the state closed away because then a user can’t close his own ticket if he found the solution by himself or made the ticket by mistake etc. So you should leave open and closed visible for the user.
Regarding groups you have three choices that you can control in the settings under channels -> web:
If you select “-” then users see all groups and can choose themselves
If you select only one group from the list the user can’t choose and all tickets automatically go into this group
If you hold down the CTRL key and select only some groups off the list the user can choose between those, but not the ones you didn’t select.
what you can NOT do is select different groups for different users, this setting is global.
The command you posted is correct. The English state names are what is used in the system. If you want to be sure you can use this command to see which states are available to the user
I have one ticket state, number four (open).
I have saved attribute.
When I comeback in zammad, I see again the old three ticket state.
After I running the command attribute.save!, do i need to running another command?
It looks correct to me. Sometimes you have to hit F5 in your browser to refresh the page when stuff like this is changed. No other command needed, searchindex has nothing to do with this.
I have tried to create two ticket states (Aperto e Chiuso).
Zammad saves the new two ticket states for customer but nothink i keep seeing old ticket states.
I understand where the problem is…
When the customer edit the ticket, I can see the two ticket states open, closed, because I can used the following command:
attribute.screens[‘edit’][‘ticket.customer’][‘filter’] = Ticket::State.where(name: [‘open’,‘closed’]).pluck(:id)
I need to modify, when the customer create a new ticket…i have tried with following command:
attribute.screens[‘new’][‘ticket.customer’][‘filter’] = Ticket::State.where(name: [‘open’,‘closed’]).pluck(:id)
because the customer opens a new ticket…
The last command doesn’t work…
I’m not sure what the issue is so I’m guessing:
You’re trying to have specific groups for specific customers, right?
If so, no, that’s not possible at all.
Please note that technically there’s no “premium version”.
What you can do with a self hosted Zammad instance is to extend it with paid support contracts. The core functions are the same.