Ticket Attribute Relations

Ticket Attribute Relations#

Note

Implemented in Version 6.2. Thie feature is also available as add-on for Znuny LTS.

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

Supported attributes:

  • Queue - Name of the queue

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

  • State - state

  • Priority - priority

  • Type - ticket type

  • Lock - ticket 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:

../../_images/ticketattributerelations.png

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

../../_images/tar_overview.png

Add new relation#

In order to add a new relation, an Excel sheet must first be created. In our example we want to restrict a Dynamic Field (“Question1”) after the queue selection.

The appropriate structure in Excel is as follows:

../../_images/tar_rule1.png

In our second example, the dynamic field “Question1” influences the selection of the dynamic 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 scheck 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).

../../_images/tar_atphone_action.gif

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.

../../_images/tar_manage_q1.png