Customisation Capabilities

DaveWPinUK

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.

KevinTheJedi

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.