Hehe I find the availability of the “type” for tickets … but unfortunately it is a global parameter (I need that but by departments … as each departments has his own predefined subject)

 

So for now the solution free fields is better (one combo for service1, one other for service2 and so on …)

 

I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone …

Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments …

 

By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases)

 

MANY THANKS IN ADVANCE!!!! (I know it’s Friday but … J

 

 

Philippe Martignier

Communications Division

Customer Service Section

Email : Philippe.Martignier@wipo.int

Phone : 00 41 022 338 72 36

Building : GB I

Office : 2,4