Parameters for showTicket-screen?

Is it possible to pass any parameters to showTicket-screen (ticket.fcgi?action=showTicket) ? Our customer would like to hide all internal messages when viewing ticket.

We are using this view within our own webapp so we could pass some extra parameters if that's possible.

RE: Parameters for showTicket-screen?

Hi Mikko,

Not sure if you are asking if any parameter exists to automatically hide internal messages or if you are going to implement some additional function if such parameter exists in URL?

By: Michel Krohn-Dale 27 Jan 2020

RE: Parameters for showTicket-screen?

I'm basically looking for if there exist parameter that allows hide internal messages in that view.

By: Mikko Tillikainen 27 Jan 2020

RE: Parameters for showTicket-screen?

Hi,

No such parameter exists, purpose of screen is to display ticket with all relevant information and all messages (internal/external) for users.

By: Michel Krohn-Dale 27 Jan 2020

RE: Parameters for showTicket-screen?

Hi

But how customer centre works then? In customer centre customer can see only external messages and nothing else.

regards

Ingar

By: Ingar Mölder 27 Jan 2020

RE: Parameters for showTicket-screen?

Hi Ingar,

There is difference to what is displayed to users and what is displayed to customers. 
Customers authenticated in customer centre (customer.fcgi) will only have access to their tickets, and for each ticket external messages.
Users authenticated in SuperOffice have access according to their role, if they can see a specific ticket all related messages will be visible.

By: Michel Krohn-Dale 27 Jan 2020

RE: Parameters for showTicket-screen?

Hi MIkko, if you want to see only specific messages, you can flag them and use the filter to see only flagged messages. You can define your own rules for what messages to flag (e.g. all external messages, or first message from the customer - questions and last message from agent - answer).

Stein Ove

By: Stein Ove Sektnan 27 Jan 2020

RE: Parameters for showTicket-screen?

Stein, where do you define those rules?

By: Patrik Larsson 27 Jan 2020

RE: Parameters for showTicket-screen?

Patrik, that is the soft part. Simply the company must agree to use the system in that way.

Similar to a company saying that Customer A is all customers we make a profit of over 10,000 EUR on per  year.

The flag is the tool to be able to use it (i.e. highlight only the external messages as was the original question - or the first question from the customer and the final answer - which is my favourite use case).

 

By: Stein Ove Sektnan 28 Jan 2020