Ticket Attribute Relations

Note

Implemented in Version 6.2. Is also available as Service-Addon for Znuny LTS

Ticket Attribute Relations is a feature for create and manage relations between all kind of ticket objects. The dependencies are managed via CSV/XLSX files and can be used to create relations/dependencies between ticket attributes.

Supported objects:

  • Queue - Name of the queue

  • DynamicField_xxx - Dropdown and Multiselect dynamic field, only for object type ticket

  • State - state

  • Priority - priority

  • Type - ticket typ

  • Lock - lock

  • CustomerID - customer id

  • CustomerUserID - customer user id

  • Owner - login name of the owner

  • Responsible - login name of the responsible

  • Service - service

  • SLA - service level agreement

This module can be found in the admin area:

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When you select the attribute relations module, a list of relations and an button for uploading relations is shown.

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Add new relation

In order to add a new relation, a Excel sheet must first be created. In our example we want to restrict a Dynamic Field after the Queue selection. The selection of the Dynamic Field then influences the selection of a second field.

In our example the Queue influences the selection of the Dynamic Field “Question1”. The appropriate structure in Excel is as follows:

../../_images/tar_rule1.png

The field “Question1” then influences the selection of the field “Question2”.

The appropriate structure in Excel is as follows:

../../_images/tar_rule2.png

Dynamic Field Question1 and Question2 are selection fields, without options.

Missing entries can created automatically from the Excel sheet.

../../_images/tar_df_q1.png

Note

You need to create a document for each relation. Our example needs two Excel sheets.

Upload the Excel/CSV relations files and set the checkmark for “add missing possible dynamic field values”.

Note

The priority sets the execution order for your rules. You can change it later, if needed.

../../_images/tar_relation_1.png

After the import is complete your relations are shown in the overview.

../../_images/tar_relations_imported.png

The Dynamic Field values were populated during the import.

../../_images/tar_df_q1_populated.png

The result is an generated ACL which can be used everywhere the three fields are displayed. For example in the Phone-Ticket screen (AgentTicketPhone).

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Manage existing relations

Existing relations can be modified or deleted.

If you select an existing relation you can:

  • Download the current relation file

  • Update the relation file

  • Change the priority

  • List/Check the current values

Note

If values are colored in red, those values are missing in the Dynamic Field.

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