Ticket creation form per organization

Technical assistance
1

Hi Zammad Community,

I’m currently evaluating zammad for a replacement to our old ticket management solution.
At the moment, it seems very interesting, but I still need to skill on the product.

One of my issue is that we have some customers that are authorized to request a phone call back when opening a ticket for an urgent purpose.

So I plan to have different ticket creation forms
=> form1 with a tick-box that allow an authorized customer to request a phone call back
=> form2 without this tick-box for unauthorized customers

I saw that I can customize objects in System/Objects, but if I add a new boolean attribute, it is shown to all customers.
I would be happy with an attribute displayed only if a condition is met (like a callback_enabled=true|false attribute in the zammad organization)

Is there any option to implement such a behavior ?
Maybe a better idea ?

Thanks for reading.

infos:

  • Used Zammad version: 4.1.x
  • Used Zammad installation type: docker/ansible playbook inspired from zammad docker-compose
  • Operating system: Ubuntu 20.04 LTS
  • Browser + version: Firefox 90.0 (64 bit) / Google Chrome 92.0.4515.107
2

Sorry I can’t really follow.
What are you aiming for, a boolean within organization or tickets?

Also objects allow you to set visbilities…

3

Thanks for having a look @MrGeneration

I have implemented the setup described in the screenshot below.

zammad
zammad2196×1274 66.5 KB

As you can see, the P1 support level is reserved for Premium support customers.

I would be happy if the P1 field would be displayed only for customers associated with a premium support contract (using system/objects/organisation premium_support=true|false).

But at the moment, all customers see P1/P2/P3/P4.

Ideal situation is described below:

  • Organisation with premium_support = true would see P1/P2/P3P4
  • Organisation with premium_support = false would see only P2/P3P4

I have configured a trigger that push the ticket data payload to an external webapp, that triggers the phone callback if customer_priority = P1

I hope this helps your understanding.

4

Oh! I see.
Well, as of Zammad 4.1 the answer is: No - that is not possible.

As for the future, the following thread may be relevant to your interest:

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