Hi,
with Solution in Screen in old Service Module we can define tickets-associated Project-List and other Lists self-limited, -sorted and with deifned Display-Fields displayed in Ticket-Edit to User-Select.
The Solution is user-friendly and easy to use:
Now we are suggested by our Account Manager to swith old Service to new one, but i found there is no perfect Solution for this in new Service Module, This Solution with limited List could be Showstopper. I have posted this Problem earlier, it was suggested with "triggered dialogs" but for us not user-friendly. Our Account Manager suggested with Workaround to store limited, sorted, Display-fields in extra Table with Webhook Scripts if Project created/edit/deleted then display all data from there in Ticket-Edit, that's for me not technically secure, we have also extra Table to limited display in TicketEdit, then extraTable for extraTable is for me like arduous attempt.
I see in new Service Module in ScreenDesigner we can simply define the Condition for limited List in Entity-Archive. I have tested and works fine. Could we register a Wish to develop this Function in Ticket Maincard? I do believe this will be helpful also for other User who want to display limited List in Screen. Once this is being updated, i see a clear Deadline to migrate our Tickets in new Service Module.
Thanks!
Alle Antworten (3)
Other suggested variant as Workaround is: Web Panel to Selection for filtered Project List from old Service Module in TicketEdit in new Service Module. For us is still unuser-friendly and not technically secure, user working on a different integrated appearance to select Project from old Service for Tickets in new Service.... We still prefer to wait for final Solution by SO develop Teams.
Hi Jianchun,
What is it you consider not user-friendly when it comes to using triggered dialogs? This in my opinion would for now be a suitable replacement in your situation. If you can add some context, that would be much appreciated
Hi Bas,
Our tickets in CS are not only for our service & support but also Billing monthly sent to our Customer. Closing a ticket requires filling in several mandatory fields shown in bold in Tieckt Header; otherwise, it’s IDs will display in a red row to user, this ensures that no tickets being skipped to bill to our customer.
The associated lists of cost center in extra table and project are two of them.
We have thousands of projects; For enabling users to quickly and easily find and select his correct project in TicketEdit, we need a filtered project-list with status neither closed nor cancelled, sorted by project start date, includes specific display fields. The Solution in Screen with Simple Value works exactly on our demand. In contrast, triggered dialogs require a step more to ask user in dialog to confirm the Project Status -- The process lacks conciseness. Similar to the linked cost center list, which includes a "Disable" field in extra table, in TicketEdit should display only active cost centers, the Triggered dialogs require the user to confirm the display of active cost centers via an additional prompt -- an unnecessary step for the user.
In short, triggered dialogs is general good but not ideal for our this application. The ideal approach would be to implement the necessary conditions beforehand -- like simple value in Screen or conditions in Archive of ScreenDesigner.