Complex question re tickets, custom fields, and queues

v3.8.7 -

I have a question about Queues, Tickets, and Custom Fields. I’ve found
some info in the Wiki regarding spawning child tickets, but can’t tell
if that’s what I need to do.

Is this possible?

I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
C3).

Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations
(A, B, C, D, E, F, G). C3 needs to see tickets for

all locations EXCEPT for F and G.

Is there a way to have all tickets cloned or viewable to C3 except for
those relating to those 2 specific locations? The

tickets for the C1 queue have a custom field that specifies which
location it’s for.

C3 will be using Self Service and should only be able to VIEW tickets
that pertain to them.

Scenario:

A call comes in to the helpdesk from C1. A ticket is opened in the C1
queue. During creation, a location is selected from

a custom field. If the location is A-E it needs to be viewable to C3.
If not, it acts like a normal ticket in any other queue.

Can this be done via scrip or extension?

Thanks,

Brandon

Hi Brandon,

the first obvious idea would be to grant access based on custom field
values, which is not possible.

Another option would be to use a Queue per Location, having the
disadvantage of spreading tickets over multiple queues.

A third option would be to create child tickets automatically, based
on the custom field value (and update/close the master ticket by using
the parent/child relationship). I think that’s doable and would work
in the case as you describe it.

rgds
AlexOn Sat, May 14, 2011 at 8:21 AM, Brandon Ward bward@film-tech.com wrote:

v3.8.7 -

I have a question about Queues, Tickets, and Custom Fields. I’ve found
some info in the Wiki regarding spawning child tickets, but can’t tell
if that’s what I need to do.

Is this possible?

I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
C3).

Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations
(A, B, C, D, E, F, G). C3 needs to see tickets for

all locations EXCEPT for F and G.

Is there a way to have all tickets cloned or viewable to C3 except for
those relating to those 2 specific locations? The

tickets for the C1 queue have a custom field that specifies which
location it’s for.

C3 will be using Self Service and should only be able to VIEW tickets
that pertain to them.

Scenario:

A call comes in to the helpdesk from C1. A ticket is opened in the C1
queue. During creation, a location is selected from

a custom field. If the location is A-E it needs to be viewable to C3.
If not, it acts like a normal ticket in any other queue.

Can this be done via scrip or extension?

Thanks,

Brandon

Netzwerkmanagement mit OpenNMS: http://www.dpunkt.de/buecher/3194.html

I think you could set the adminCC for locations A-E to the group that
needs to see those. Then build a “My Team” search that displays all
tickets for which you are owner or AdminCC.

This will do what you want, I think, at least in terms of finding and
displaying those tickets.

Alexander Finger wrote:

Hi Brandon,

the first obvious idea would be to grant access based on custom field
values, which is not possible.

Another option would be to use a Queue per Location, having the
disadvantage of spreading tickets over multiple queues.

A third option would be to create child tickets automatically, based
on the custom field value (and update/close the master ticket by using
the parent/child relationship). I think that’s doable and would work
in the case as you describe it.

rgds
Alex

v3.8.7 -

I have a question about Queues, Tickets, and Custom Fields. I’ve found
some info in the Wiki regarding spawning child tickets, but can’t tell
if that’s what I need to do.

Is this possible?

I have 3 Queues (Q1, Q2, Q3) that correspond to 3 clients (C1, C2, and
C3).

Tickets for clients C1 and C2 are monitored by C3. C1 has 7 locations
(A, B, C, D, E, F, G). C3 needs to see tickets for

all locations EXCEPT for F and G.

Is there a way to have all tickets cloned or viewable to C3 except for
those relating to those 2 specific locations? The

tickets for the C1 queue have a custom field that specifies which
location it’s for.

C3 will be using Self Service and should only be able to VIEW tickets
that pertain to them.

Scenario:

A call comes in to the helpdesk from C1. A ticket is opened in the C1
queue. During creation, a location is selected from

a custom field. If the location is A-E it needs to be viewable to C3.
If not, it acts like a normal ticket in any other queue.

Can this be done via scrip or extension?

Thanks,

Brandon

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