Changing the default value of a dropdown box in the compose screen
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? Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH Gürzenichstr. 7, 50667 Köln www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 (that's so 1990s) HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGQa5qvXo8m5PgoXQRAoH5AJ4smPNCXWe65H0ii7y7dOewNBHtEACfRGLN sYwtw32nZdU9pxryjUJ1xTU= =BtR7 -----END PGP SIGNATURE-----
participants (2)
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Jan Miczaika -
Torsten Thau