SysConfig Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType Might be phone-internal. I haven't tried it but it's a possible option. On Thu, Jan 7, 2016 at 4:29 PM, Nick Bright wrote:

On 1/6/2016 3:33 PM, Gerald Young wrote:

...

internal/external determines visibility (internal does not show on customer side).

That option isn't available for "phone call" response types. Can it be made available?

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Kindly modify the value in the field and provide feedback if it provides the result you seek. On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright wrote:

On 1/7/2016 4:11 PM, Gerald Young wrote:

SysConfig Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in

Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType

Might be phone-internal. I haven't tried it but it's a possible option.

Maybe the question should be why don't I have a "phone-internal" type, then.

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On 1/20/2016 10:13 AM, Nick Bright wrote:

On 1/14/2016 1:13 PM, Gerald Young wrote:

...

Kindly modify the value in the field and provide feedback if it provides the result you seek.

On Thu, Jan 14, 2016 at 1:32 PM, Nick Bright mailto:nick.bright@valnet.net> wrote:

On 1/7/2016 4:11 PM, Gerald Young wrote:

...

SysConfig

Ticket::Frontend::AgentTicketPhoneInbound###ArticleType in

Ticket::Frontend::AgentTicketPhoneOutbound###ArticleType

Might be phone-internal. I haven't tried it but it's a possible option.

Maybe the question should be why don't I have a "phone-internal" type, then.

I changed the value, but how can I ensure that phone-internal is a valid type? It apparently isn't valid, because three agents just asked me why they can't update tickets!

-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.