On Oct 9, 2012, at 15:26, Adrià García-Alzórriz wrote:
El dt 09 de 10 de 2012 a les 12:01 +0200, en/na Olivier Macchioni va escriure:
Hello,
I need to classify my tickets based on a multi-level tree - I actually have 3 levels, for instance:
Customer / Shipment / Not delivered Customer / Shipment / Broken Customer / Payment / Invoice not received Customer / Payment / Invoice dispute Supplier / Goods reception / Quality Problem [...]
Thanks,
Olivier
You could use Generic Agent feature, which can lock, change owner/state, etc tickets according to a preset filter.
In addition of that, you can combine the above feature with Dynamic Fields to create switches (eg: FrozenTicket as a Checkbox without associate it into a article or ticket) to control ticket flows. -- Adrià García-Alzórriz
Thank you Adrià, I fail to see how to implement this using Dynamic Fields. Would I need 3 dynamic fields, one per level in my multi-level tree? If so, how can I restrict the choice for the 2nd level depending on the selection in the 1st level? In my example above, I don't want to see a selection of "Supplier / Payment / Invoice dispute" for instance. It's not a valid classification for me. I could of course use 1 dynamic fields to hold the whole path in the tree, but this would leave me with a drop-down with 150+ choices - not really nice :( Olivier