We are switching to zammad from an in-house support app. in that app, we kept track of time that was billable, and it was based on a customer selection(customer was the business not individuals). In zammad it appears that time accounting will satisfy our need, however we need to be able to create tickets internally without them coming from a channel, and the organization set by a selection box. I see how I can add custom objects for a ticket, but in this case I need an object, that references an internal query for organizations for the selection. how should we go about doing this? is there built in functionality or will we have to code it?
Thanks in advance for any assistance.
has anyone ever had this need? without diving into the code I’m thinking the api feature of creating a multi-select from an api call. I would have figured someone would want the organization set in the ticket, or the ability to set it. I know that customers with domain auto assignment would set the organization on the back end(I’m assuming, need to confirm)
I would think adding custom objects to tickets that reference the data model, and internal objects for multi-select would be something many would need. thanks
Hi @barrysmoke
normally you select a customer and this customer has a relation to the organization.
I can not follow what you what to achieve in detail.
in our case, a tech might start a ticket for a customer, logging time for later reporting.
in that case, we need to select organization on new ticket. the custom object builder has no way to reference built-in items like organizations, with a select box or search box to search the database for organizations.
I can still not follow. So it’s not about customer → organization relation which already exists.
customer - > organizatoin relationship exists, but lets say one of our internal techs need to start a ticket. he needs to track his time, for billing the customer(organization). he starts the ticket, but hes logged in as himself. the ticket he starts does not have a selection box to select which organization the ticket is for. so, as the zammad admin, I need to go into the system settings, and create a ticket object to appear on the ticket form. that ticket object creation screen does not have a way to make a selection box out of existing items(as you say, the customer-> organization relationship that is already built in as an internal zammad component) that’s what I need.
I think what you are trying to tell me, is that tech will have to select a customer that belongs to the organzation…
I guess I’m trying to have the organization be able to be selected instead, possibly so a team of customers gets the notifications, or can participate in the ticket.
The customer (if part of the organization in question) does cause the ticket being part of the organization and thus what you describe should be no problem at all.