I think that you could enable it and then erase the dtl blocks (*)
in CustomerTicketMessage.dtl to let customer doesn't see those field. Then
you should be able to assign service/sla elsewhere as agent (ie:
Ticket::Frontend::AgentTicketNote###Service:
If you want to set the service (Ticket::Service needs to be
activated). in Ticket
-> Frontend::Agent::Ticket::ViewNote)
(*)
<!-- dtl:block:TicketService -->
<tr>
<td
class="contentkey">$Text{"Service"}:</td>
<td class="contentvalue">
$Data{"ServiceStrg"}</td>
</tr>
<!-- dtl:block:TicketService -->
<!-- dtl:block:TicketSLA -->
<tr>
<td
class="contentkey">$Text{"SLA"}:</td>
<td class="contentvalue">
$Data{"SLAStrg"}</td>
</tr>
<!-- dtl:block:TicketSLA -->
HTH
MV
On Thu, Mar 11, 2010 at 6:06 PM, Maria Alejandra Piedra wrote: Hello all! I would like to know if there is any way I could assign a SLA to a ticket
internally.
For example, I am the coordinator for the IT technical support, and would
like to add SLA's to tickets, but I don't want to give my customers the
power to do so, because it can come and bite me in the you know what.
So I want to assign them myself, so my team is more efficient but my
customers don't have a part in this. Thanks and regards!
Maria Alejandra Piedra ------------------------------
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