Change Ticket Entity based on Ticket Category

SomeDude · 2024-05-29 11:13:55

Hello,

we have two Entity´s now i wanted to simplify the process of ticket creation with the simplified interface for the user. My Problem is now that the ticket has to be assigned to one of those two entity´s for the respective group two work on it and since the simplified interface has no Entity category i tried the category tab with a rule that assigns based on said category sadly that assign to entity only exists in the mail receiver rule set. But these Tickets are created on the Helpdesk any tips or help ?

LaDenrée · 2024-05-29 11:35:15

check formcreator plugin and create a form that has 2 targettickets. one assigned to entity A and the other to entity B . set the for to select wich entity is assigned depending on an anwser to the form (ie make a question radio buttton : entity A/ entity B)

or
create 2 forms. each form has a target assigned to its entity

ie :
1 form "I have an email issue" > assigned to IT team (entity)
1 form "I Have an HR issue"> assigned to HR team (entity)

SomeDude · 2024-05-29 15:54:04

Hey,

I tried that but i dont really understand it. I created a form with two radio Buttons but depending on which i select i create a ticket in that entity with the title of the form and with the content of the form as a description

LaDenrée · 2024-05-29 16:14:36

can your users easily choose the category ?

then on your form

question 1 : radiobutton category1 ; category2 (or some more explicit name)
question 2 : text : title
question 3 : description (textbox)

create 2 target tickets :

condition to create ticket 1 : question 1 answer is " category1" (or some more explicit name)
condition to cerate ticket 2 : question 1 answer is " category2" (or some more explicit name)

on the target ticket set entities, category, description (##FULLFORM##) or question3 answer , title,

SomeDude · 2024-05-30 08:34:34

Thanks it worked, one more question in the simplified interface can i somehow remove the create ticket button so users will click on the form ?

LaDenrée · 2024-05-30 08:43:42

check administration>entities>[myEntity]>Forms (tab)>helpdeskmode= "service catalogue simplified"

users with simplified interface will get a special interface to see forms

SomeDude · 2024-06-04 07:46:57

Thanks seems to work

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#1 2024-05-29 11:13:55

Change Ticket Entity based on Ticket Category

#2 2024-05-29 11:35:15

Re: Change Ticket Entity based on Ticket Category

#3 2024-05-29 15:54:04

Re: Change Ticket Entity based on Ticket Category

#4 2024-05-29 16:14:36

Re: Change Ticket Entity based on Ticket Category

#5 2024-05-30 08:34:34

Re: Change Ticket Entity based on Ticket Category

#6 2024-05-30 08:43:42

Re: Change Ticket Entity based on Ticket Category

#7 2024-06-04 07:46:57

Re: Change Ticket Entity based on Ticket Category

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