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:
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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, 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:
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In our second example, the dynamic field “Question1” influences the selection of the dynamic field “Question2”.
The appropriate structure in Excel is as follows:
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Dynamic Field Question1 and Question2 are selection fields, without options.
Missing entries can created automatically from the Excel sheet.
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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.
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After the import is complete your relations are shown in the overview.
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The Dynamic Field values were populated during the import.
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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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