Administrator Interface

This package has no administrator interface.

New Dynamic Field

After installation of the package a new dynamic field of type Primary / Secondary will be added to the system where the primary/secondary information is stored. The creation of more fields of this type is not possible.

The Primary / Secondary dynamic field is added to the ticket create screens. This makes it possible to set the primary or the secondary status of a ticket at ticket creation time.

To remove the Primary / Secondary dynamic field from the ticket create screens:

  1. Go to the System Configuration screen.

  2. Search for the setting Forms###AgentFrontend::TicketCreate::Phone::CreateProperties.

  3. Change the related form setting to remove the dynamic field from the screen. Since this dynamic field is a special dynamic field, the name is not DynamicField_PrimarySecondary, but it is just PrimarySecondary. Example:

    - Name: PrimarySecondary
    

Same applies for the process management. The field which needs to be added to a user task activity dialog is called PrimarySecondary, not DynamicField_PrimarySecondary.

Exception for Closing Parent Ticket

The Ticket::Acl::Module###1-Ticket::Acl::Module is not compatible to use with this package by default. To allow closing parent tickets only if all its children are already closed, an additional ACL have to be added which makes an exception for primary/secondary tickets.

Here is an example ACL for this exception:

---
- ChangeBy: root@localhost
  ChangeTime: 2021-09-07 13:45:58
  Comment: Exception for primary/secondary tickets.
  ConfigChange:
    PossibleAdd:
      Endpoint:
      - AgentFrontend::Ticket::Action::Close
      Ticket:
        State:
        - '[regexp]close'
  ConfigMatch:
    PropertiesDatabase:
      DynamicField:
        DynamicField_PrimarySecondary:
        - Primary
  CreateBy: root@localhost
  CreateTime: 2019-05-24 11:45:29
  Description: 'This ACL allows using the Primary/Secondary feature together with the β€œTicket::Acl::Module###1-Ticket::Acl::Module” setting.'
  ID: 1
  Name: Primary/Secondary Exception
  StopAfterMatch: 0
  ValidID: 1

ACL Reference

This package adds new endpoints that can be used in ACLs. The following reference lists all endpoints added by this package and extends the existing ACL reference from the Administrator Manual with the new entries only.

---
- ChangeBy: root@localhost
  ChangeTime: 2021-09-13 13:51:29
  Comment: ACL Reference for Primary/Secondary.
  ConfigMatch:
    Properties:
      DynamicField:
        DynamicField_PrimarySecondary:
        - Primary
        - SecondaryOf:TICKET_NUMBER (where TICKET_NUMBER is a primary ticket number)
      Frontend:
        Endpoint:
        - AgentFrontend::Ticket::Action::AddSecondaries
        - AgentFrontend::Ticket::Action::EmailToSecondaries
        - AgentFrontend::Ticket::Action::MoveToPrimary
        - AgentFrontend::Ticket::Action::NoteToSecondaries
        - AgentFrontend::Ticket::Action::SetOnlyToPrimary
        - AgentFrontend::Ticket::Action::SetToPrimary
        - AgentFrontend::Ticket::Action::SetToSecondary
        - AgentFrontend::Ticket::Action::SmsToSecondaries
        - AgentFrontend::Ticket::Action::UnsetPrimary
        - AgentFrontend::Ticket::Action::UnsetSecondary
        - AgentFrontend::Ticket::Action::UpdateSecondaries
    PropertiesDatabase:
      # Match properties (existing values from the database).
      # Please note that Frontend is not in the database, but in the framework.
      # See section "Properties", the same configuration can be used here.
  ConfigChange:
    Possible:
      # Reset possible options (white list).
      Endpoint:
      # Limit the functions on agent interface.
      - AgentFrontend::Ticket::Action::AddSecondaries
      - AgentFrontend::Ticket::Action::EmailToSecondaries
      - AgentFrontend::Ticket::Action::MoveToPrimary
      - AgentFrontend::Ticket::Action::NoteToSecondaries
      - AgentFrontend::Ticket::Action::SetOnlyToPrimary
      - AgentFrontend::Ticket::Action::SetToPrimary
      - AgentFrontend::Ticket::Action::SetToSecondary
      - AgentFrontend::Ticket::Action::SmsToSecondaries
      - AgentFrontend::Ticket::Action::UnsetPrimary
      - AgentFrontend::Ticket::Action::UnsetSecondary
      - AgentFrontend::Ticket::Action::UpdateSecondaries
      Ticket:
      # Possible ticket options (white list).
        DynamicField_PrimarySecondary:
        - Primary
        - SecondaryOf:TICKET_NUMBER (where TICKET_NUMBER is a primary ticket number)
    PossibleAdd:
       # Add options (white list).
       # See section "Possible", the same configuration can be used here.
    PossibleNot:
       # Remove options (black list).
       # See section "Possible", the same configuration can be used here.
  CreateBy: root@localhost
  CreateTime: 2021-09-13 13:51:29
  Description: This reference lists the possible endpoints added by Primary/Secondary.
  ID: 1
  Name: 201-ACL-Reference
  StopAfterMatch: 0
  ValidID: 3
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