We noted that the documentation has the Event method for ticket.replyClick & ticket.sendReply. But the user can come out of the editor by clicking Discard draft. The app workflow should hide some fields only if the user opens the editor and show fields if the user comes out of the editor.
Since the user has the option to come out of the editor by Discard draft. We can’t achieve the above app workflow. Is there any option to listen if the user clicks Discard draft?
so what kind of fields you are trying to discard when the user clicks the reply and send reply button?
unfortunately, we don’t have the event for discard draft button.
@Santhosh We like to disable the option to delete the attachment on the ticket details page(Hide Attachment Delete Buttons) but when the agent clicks reply/note/forward the agent can delete the attachment in the editor window. Once the agent comes out of the editor we should again enable the delete option again.
Here the agent has two options to close editor Discard(No Event Method) and Send/Forward Button(Has Event Method).
Do you want to disable the attachments delete option on the editor window? is that what you are trying to archive?
if so, you can use the reply button click, with that you can disable the fields.
hope it helps
@Santhosh Here we can disable on Reply Button click, but when the user comes out of the editor, we need to enable the delete option back. The agent has two options to close editor Discard(No Event Method) and Send/Forward Button(Has Event Method).
Unfortunately, we don’t have the event for discard draft button.
meanwhile, let me check with the product team for any plans to implement in the future.
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