Features (AddOns)

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InBox EasyCategorization

Version 7.0.1 Date Created 07/20/2018

Resources

This module creates a sub-item on the side of the “AgentTicketZoom” screen, where it is possible to change some properties of the ticket and also dynamic fields linked to it.

Prerequisites

Framework

The following versions of the Znuny framework are supported:

  • [7.0.x]

Modules

The following modules are required:

  • InBox Core 7.0.1 or higher

Operational system

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ EasyCategorization-7.0.1.opm

Configuration

This module can be configured via "System Configuration" in the administrative interface. The following configuration options are available:

InBox::EasyCategorization::Config###DynamicFields

Easy categorization for drop-down Dynamic Fields

InBox::EasyCategorization::Config###Service

Easy categorization for the Service.

InBox::EasyCategorization::Config###Type

Easy categorization for Type

InBox::EasyCategorization::Config###Priority

Easy categorization for Priority

InBox::EasyCategorization::Config###State

Easy categorization for the state

InBox::EasyCategorization::Config###StateBlock

Option to block editing fields - Enter the status of the ticket in which the EasyCategorization fields are to be blocked

The states must be configured based on the name column of the ticket_state table

InBox::EasyCategorization::Config###Owner

Easy categorization for the owner

InBox::EasyCategorization::Config###Queue

Easy categorization for the queue

InBox::EasyCategorization::Config###Lock

Easy categorization for lock / unlock the ticket

InBox::EasyCategorization::Config###ManualSave

Add button to manually update easy categorization attributes.

InBox::EasyCategorization::Config###ArticleCreate

Option to create articles when there are changes in easy categorization. EasyCategorization::Config###ManualSave must be enabled.

InBox::EasyCategorization::Config###ArticleTitle

Defines the title of the article created if EasyCategorization::Config###ArticleCreate is enabled.

Observation:

When installing the module, two files are configured by packagesetup.

CSS: Core.Agent.EasyCategorization.css

JS: Core.Agent.EasyCategorization.js

Usage

After installing the module, just enter a ticket, and verify that in the menu on the right side there will be a new Subitem called “Easy Categorization”:

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The fields have configurations that enable them, and you can also place dynamic fields of the suspended type or of the Contract type:

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When the operator chooses any other option in the categorization menu, he will be saved in the ticket. However, the attendant must reload the page so that he can see the changes applied

ACL

it's possible to use ACLS with an Action AgentEasyCategorization