Hi

I have looked at the community source code and are now not sure of the customisation capabilities. Namely:

  • Is it possible to add custom fields and a new sub form to the Agent object? I want to record the following: (Matrix of capabilities for different skills), record when an Agent expects to return from holiday, how far an Agent is prepared to travel to visit a client, whether an Agent relies on public transport or car to travel to a client. I want an Agent to manage this information, but for the scheduling rules to take account of the information

  • Is it possible to create custom ticket allocation rules? [I think the answer is probably yes with a signal linked to when a ticket is created.]

  • Is it possible to add extra field types such as decimal?

  • It is not clear if there are Signals available associated with any page request, so that relevant header code could be added at the required time?

  • Is it possible to record the time spent by an Agent along as part of adding a thread entry? For this to be marked as billable or non-billable time.

    DaveWPinUK

    You cannot customize the Agent Form natively; it’s hardcoded.

    Can you further expand on “custom ticket allocation rules”? I’m not understanding what you mean by that.

    You can create a decimal field natively by creating a short answer field, setting the validator to REGEX, and adding your own REGEX statement to only allow decimals.

    Only thing we have on signals is this; other than that you are always on your own when modifying the codebase as you are deviating from core.

    You cannot track time automatically. You’d have to add a custom field and have the Agents update it manually each time.

    Cheers.

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