Ticket Filters: Target Channel --> Any. What does it cover?

JuVDC

Am I understanding correctly that when an agent creates a ticket and forces in some information such as Assignee, Department, Status, ... These will be enforced and will ignore what ticket filters might say otherwise?

Some agents are having errors when creating a ticket and I think it is because ticket filters are activated and sending the ticket to a department the agent does not have access to, though the agent was enforcing another department (to which he has access to).

I see that in some of these filters the Target Channel is set to ANY. Could that be that ANY ignores what an agent does?

Cheers
Julien

KevinTheJedi

JuVDC

Ticket Filters override whatever the Agent inputs. Meaning if you have a Ticket Filter that sets a Department to Department C, an Agent fills out the new Ticket form, sets the Department to Department A, and the new Ticket matches the Ticket Filter criteria the Ticket Filter will override the Agent and set the Ticket's Department to Department C.

The Target Channel option of ANY will make the Ticket Filter scan all new Tickets regardless of their creation channel (ie. Email Fetching, Email Piping, API, Client Portal, and Agent Panel). This obviously doesn't meant the Actions for the Ticket Filter will be applied to all Tickets as they have to meet the Ticket Filter's Rules (criteria). This simply makes the Ticket Filter available to all new Tickets created in the helpdesk.

Cheers.

JuVDC

Hey KevinTheJedi any tips where I should be looking at if I want to change the code so that when an agent creates a ticket whatever rules he puts in will override what the filter would do?

KevinTheJedi

JuVDC

I can't assist with customizations as you are deviating from core. You are always on your own when customizing the codebase.

Cheers.