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Jan Miczaika schrieb:
> Hello,
>
> I would like to change the default value of a dropdown box in the
> screen, where an agent composes the response.
>
> In our company the workflow looks like this:
>
> a. The ticket comes in
> b. An agent works on it and either sets it to close successful (if the
> problem is solved) or pending auto close+ if we are waiting for
> feedback. The pending date is set to 7 days in advance. If we don't hear
> anything in this time, the ticket is automatically closed.
>
> Right now the default selected value in the dropdown on the Compose
> Answer screen is "open". This forces every agent to make 2-3 additional
> clicks to set it to closed successful or pending auto close+. How can I
> change the default selected value for this dropdown?
Hi Jan,
you can set different default states for different actions in the
SysConfig e.g.
Ticket -> Frontend::Agent::Ticket::ViewEmailNew
Ticket::Frontend::AgentTicketPhone###StateDefault:
Ticket -> Frontend::Agent::Ticket::ViewPhoneNew
Ticket::Frontend::AgentTicketPhone###StateDefault:
Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound
Ticket::Frontend::AgentTicketPhoneOutbound###State:
Ticket -> Frontend::Agent::Ticket::ViewCompose
Ticket::Frontend::AgentTicketCompose###StateDefault:
...whereas the latter is probably what you're looking for.
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
pgp-key: 0x292F987D
fax: +49 371 5347 625
http://www.cape-it.de
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