Attribute relations based on screens

[paulfolkers]

We are using ticket attribute relations in many customer projects while using process management.

For dynamic field relations this works quite well but we have issues using common ticket attributes like queue or state. The problem is here that configured relations (e.g. DynamicField_Department <> Queue) are used globally. We are missing an opportunity to use some of these relations only for specific screens.

I will give you a quick example: In a process activity dialog there are two fields shown, DynamicField_Department and Queue. The customer wants his users to select a department and by that, using ticket attribute relations, automatically let it select the correct ticket queue (e.g. department "Sales" => queue "Department::Sales". Basically this works for the activity dialog but now, it is not possible anymore to move any non-process ticket into queue "Department::Sales", while the dynamic field is not set for other tickets.

For this customer, we noticed this when we used the queue-move dropdown in AgentTicketZoom, where we could select the destination queue but got a permission error then.

We are sure that it would be a great benefit if ticket attribute relations could be configured to be used in only specific screens (e.g. AgentTicketProcess or maybe only in AgentTicketNote). Currently it is not possible to use general ticket attributes like queue, state etc. in combination with dynamic fields, since these dynamic fields are not set for most of the tickets.

Possible ways to implement this feature would be:

1. Configuration in SysConfig, where Key is the filename or id of a configured relation (or maybe add a "name" for relations) and Values can be all screens in which this relation should be used
2. Add a multiselect dropdown in ticket attribute AdminTicketAttributeRelations;Subaction=[Add|Change] to select possible screens
3. Make ticket attribute relations configurable in ACLs to set a PossibleNot for all screens and then another PossibleAdd for specific screens

If you have other solutions for this, feel free to contact us.

[hanneshal]

Hi,

for starters you could try to disable this for (all) relations here:

Core::TicketAttributeRelations::ACLActions

For more complex scenarios there will be a solution in a later 7 version which supports more complex relations.

regards Johannes

[paulfolkers]

Hi Johannes,

das wäre sicher ein Workaround und dann warten wir die 7.x ab, Danke!

Freundliche Grüße / Kind Regards Paul Folkers IT-Consultant

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Von: Johannes Nickel @.> Datum: Dienstag, 21. Februar 2023 um 09:15 An: znuny/znuny-feature-requests @.> Cc: Paul Folkers @.>, Author @.> Betreff: Re: [znuny/znuny-feature-requests] Attribute relations based on screens (Issue #44)

Hi,

for starters you could try to disable this for (all) relations here:

Core::TicketAttributeRelations::ACLActions

For more complex scenarios there will be a solution in a later 7 version which supports more complex relations.

regards Johannes

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