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Merging temporary 6.3 branch.
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@ralf401
ralf401 committed Dec 6, 2023
2 parents c30d5d3 + c26db71 commit b4604b4
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215 changes: 1 addition & 214 deletions admin/console/working-on-tickets.rst
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Expand Up @@ -45,67 +45,11 @@ Update all tickets of a specific customer
>> Ticket.where(customer_id: 4).update_all(customer_id: 1)
Priorities
----------

Ticket priorities help your agent to see how important a customer request is.
Priorities are not available to customers and, Core wise, have no impact
on how Zammad handles a ticket. You can however adjust Zammad's behavior
with e.g. triggers, SLAs and schedulers.

Not sure what priorities are available in the system? Either have a look
in any ticket or run the following command.

.. code-block:: ruby
>> Ticket::Priority.pluck(:name)
Adding priorities for tickets
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Ticket priorities come with several attributes, however, the most relevant
as of now are: ``name``, ``default_create`` and ``ui_color``.

.. warning::

``default_create`` allows you to define the default priority Zammad should
use during ticket creation. **However** - on default installations this is
the priority ``2 normal``.

*You cannot have more than one priority as the default_create priority!*

.. note::

``ui_color`` defines the CSS class to use. On default installations
you can either use ``low-priority`` (light blue) or ``high-priority``
(red). This affects how Zammad displays the ticket titles
*in overviews*.

.. code-block:: ruby
>> Ticket::Priority.create(
name: '4 super high',
default_create: false,
ui_color: 'high-priority',
created_by_id: 1,
updated_by_id: 1
)
Change priority
~~~~~~~~~~~~~~~

If needed you can also set priorities to inactive or rename them if they
don't fit your desired scheme. Renaming would look like so:

.. code-block:: ruby
>> Ticket::Priority.update(name: '1 high')
.. _state_types:

Get ticket state types
----------------------

.. Not removed because it is still referenced in API state creation.
This will show all state types needed for creating new ticket states.

Expand All @@ -125,160 +69,3 @@ This will show all state types needed for creating new ticket states.
Above will return both, the type ID and name - e.g.:
``[[1, "new"], [2, "open"], ...``.


Add new ticket state
--------------------

.. note:: **🤓 Missing States you just created?**

You might want to use ``Ticket::State.pluck(:id, :name)``
to get a listing of all available ticket states.

.. tip:: **🙈 ignoring escalations**

You can use ``ignore_escalation: true,`` to ignore possible SLA
calculations (pending reminder and pending close do this by default).

Non-Pending states
~~~~~~~~~~~~~~~~~~

A state that's not a pending state (e.g. open, closed). Just replace ``'open'``
by whatever you need (like closed).

.. code-block:: ruby
>> Ticket::State.create_or_update(
name: 'Developing',
state_type: Ticket::StateType.find_by(name: 'open'),
created_by_id: 1,
updated_by_id: 1,
)
Pending reminders
~~~~~~~~~~~~~~~~~

A pending reminder state that will send a reminder notification to the agent if
the time has been reached.

.. code-block:: ruby
>> Ticket::State.create_or_update(
name: 'pending customer feedback',
state_type: Ticket::StateType.find_by(name: 'pending reminder'),
ignore_escalation: true,
created_by_id: 1,
updated_by_id: 1,
)
Pending Action
~~~~~~~~~~~~~~

A pending action that will change to another state if "pending till" has been
reached.

.. code-block:: ruby
>> Ticket::State.create_or_update(
name: 'pending and reopen',
state_type: Ticket::StateType.find_by(name: 'pending action'),
ignore_escalation: true,
next_state: Ticket::State.find_by(name: 'open'),
created_by_id: 1,
updated_by_id: 1,
)
(optional) Disable date and time picker (pending till) for pending states
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Starting with Zammad 5.0, :admin-docs:`Core Workflows </system/core-workflows.html>`
automatically handles displaying the "pending till" field for pending states.
Below snippet *is not required* and is only relevant if you don't want to
create a workflow within the UI of Zammad.

Replace ``pending customer feedback`` with the pending state of your choice.

.. code-block:: ruby
>> CoreWorkflow.create_if_not_exists(
name: 'remove pending till on state "pending customer feedback"',
object: 'Ticket',
condition_selected: { 'ticket.state_id'=>{ 'operator' => 'is', 'value' => Ticket::State.find_by(name: 'pending customer feedback').id.to_s } },
perform: { 'ticket.pending_time'=> { 'operator' => 'remove', 'remove' => 'true' } },
created_by_id: 1,
updated_by_id: 1,
)
.. _states_to_ui:

Make new states available to UI
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Before being able to use the new states within the WebApp, you need to run the
following commands to make them available.

.. warning::

Please **do not replace** anything below, state_id is a named attribute which
is correct and shall not be replaced!

.. code-block:: ruby
>> attribute = ObjectManager::Attribute.get(
object: 'Ticket',
name: 'state_id',
)
>> attribute.data_option[:filter] = Ticket::State.by_category(:viewable).pluck(:id)
>> attribute.screens[:create_middle]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_new).pluck(:id)
>> attribute.screens[:create_middle]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_new).pluck(:id)
>> attribute.screens[:edit]['ticket.agent'][:filter] = Ticket::State.by_category(:viewable_agent_edit).pluck(:id)
>> attribute.screens[:edit]['ticket.customer'][:filter] = Ticket::State.by_category(:viewable_customer_edit).pluck(:id)
>> attribute.save!
Limit available states for customers
------------------------------------

.. tip::

:admin-docs:`Core Workflows </system/core-workflows.html>` allows you to
achieve below described behavior any time without any issues. No need to use
the console if you don't want to!

By default Zammad allows customers to change Ticket states to ``open`` and
``closed``. If this does not meet your requirenments, you can adjust this at
anytime. The below example shows how to restrict your customer to only close
tickets if needed:

.. code-block:: ruby
>> attribute = ObjectManager::Attribute.get(
object: 'Ticket',
name: 'state_id',
)
>> attribute.screens['edit']['ticket.customer']['filter'] = Ticket::State.where(name: ['closed']).pluck(:id)
>> attribute.save!
.. hint::

If you want to allow several different states for customers, you need to
provide the state names as array - like so:
``['closed', 'open', 'my-amazing-state']`` (instead of ``['closed']``).

You can check the current active states that customers can set like so:

.. code-block:: ruby
>> ObjectManager::Attribute.get(
object: 'Ticket',
name: 'state_id',
).screens['edit']['ticket.customer']['filter']
The above will return one or more IDs - if you're not sure which state they
belong to, you can check the state name with the following command.
(Ensure to replace ``{ID}`` with your returned ID(s))

.. code-block:: ruby
>> Ticket::State.find({ID}).name

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