Hello,Is it at all possible to attach internal notes to a ticket on its creation?Eg.I have a help topic for: Staff Movement / New EmployeeWhen a ticket is created with this topic I would like to add notes to the ticket with a list of steps that the agent needs to complete for this task to be resolved.This way we can ensure that the correct process is distributed to the agent and they have the correct information to complete the task.thanks in advance
So what you want to do is add policy/procedure to a specific help topic, but only for Agents.I'm not aware of a way to do this. I'll ask a dev though.
They confirmed that the best you could do is add some custom code to detect the help topic when loading the ticket and use JS to show a popup or just display notes somewhere else on the page via php.
Would it be possible to add a database trigger or something so that when a ticket is created with that help topic ID that it automatically adds an internal notes thread to the ticket?
Sure you could store the information in the database and then query the database for the information. But you would have to code the query to retrieve the data and the display by editing the core source files.
I consider this topic closed.
