How to limit group change via app

[lobose (Loïc Boëls)]

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)]

@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

[prasanna]

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.