lobose
(Loïc Boëls)
May 10, 2022, 9:55am
#1
Hi !
I’m trying to create an app that prevents agents to assign tickets to certain groups .
Throught looking at the FDK doc I found two potential ways to do it by using FD event system.
client.event.on("ticket.propertiesUpdated",propertiesUpdatedCallback, intercept: true});
That intercepts tickets update and returns both the old and new values of updated fields, which works as intended but unfortunately the values returned for a group change are group IDs and I would like to have the string values of those groups .
and the other solution :
client.event.on("ticket.groupChanged",groupChangedCallback, intercept: true});
I was not able to make it work, whatever I do the event doesn’t trigger.
Any help would be appreciated.
Santhosh
(Santhosh Balusamy)
May 31, 2022, 6:35pm
#3
lobose:
client.event.on("ticket.groupChanged",groupChangedCallback, intercept: true});
I was not able to make it work, whatever I do the event doesn’t trigger.
we don’t support intercept events for groupChanged
property,
as per the document only these properties supports intercept events.
ticket.closeTicketClick
ticket.deleteTicketClick
ticket.propertiesUpdated
ticket.sendReply
Hope it helps
Thanks
2 Likes
prasanna
(prasanna)
December 26, 2022, 8:23am
#7
Hi Lobose!
you can use the event given below to display certain groups in Freshdesk, then agents cannot able to assign tickets to a hidden group.
Example:
let groupToVisible=[Escalation,Billing]
client.interface.trigger(“setOptions”, {
id: “group”,
value: groupToVisible,
});
Hope it helps
Thank You.
system
(system)
closed
March 26, 2023, 8:23am
#8
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