Ticket type, object attributes role based, custom workflow

Feature requests Completed Features
1

Hello,

In the institution where I work there are several sectors. Customers open tickets for various reasons (tickets types). For each ticket type they need different custom fields (objects). One sector is responsible for attempt a group of ticket types. Probably difference sectors has different workflows with distinct tickets status.

Suggestions for implementation:

  • Add issue type, relating to group and relating to object.
  • Add role-based objects: If a object has a specific value, others are visible / available.

In the current version (2.8.x), if there are multiple sectors and various ticket types (e.g., 3 sectors and 5 types for each sector), there will be large amounts of objects (which should be optional).

To mitigate the problem, each sector is likely to have a Zammad of its own, which complicates the agent change if a ticket is registered in the wrong Zammad.

Related

6 Likes
2

I am currently evaluating Zammad and the biggest issue for us is the lack of ability to create separate ticket types.

As we look for a system to role out globally, it is important to us that we keep all different ticket types in a single system.

Initially, we would want the ability to specify which custom fields are available per ticket type.

Is this on the roadmap?

3

This topic was automatically closed after 416 days. New replies are no longer allowed.

4

Zammad 5.0 came with Core Workflows that allow to granular show fields (or hide them as example) depending on specific conditions.

See Major Release: Zammad 5.0