When a portal user open a ticket to a special service with sub categorie, then a trigger must configured to send an email with questions.
Example:
Portal User open a ticket to subservice
(Service)Pc-->(Subservice)new_Hardware
Trigger send a mail with content.
“Please give us your Specification what you need:
Hardware, Ram, Processor…”
The user update this Information in the Ticket.
Or do you have alternate Ideas, how can I configure a Template for special Services
thanks for your support
Daaxl
Last edit: daaxl 2014-12-03
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At the description of the subcategory service you have an description field. If you fulfill this field with the information of the template you will give the user guide how to fulfill the ticket at the next screen.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
the description field is my solution for the moment, but only limited useful.
Possible a Trigger will help (Email notification) but how we can give the Trigger action (on object creation) a service flag?
So that the trigger only send an email if a special service used.
thanks for your support
Daaxl
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hi Itopianer,
I need a solution for this scenario.
When a portal user open a ticket to a special service with sub categorie, then a trigger must configured to send an email with questions.
Example:
Portal User open a ticket to subservice
(Service)Pc-->(Subservice)new_Hardware
Trigger send a mail with content.
“Please give us your Specification what you need:
Hardware, Ram, Processor…”
The user update this Information in the Ticket.
Or do you have alternate Ideas, how can I configure a Template for special Services
thanks for your support
Daaxl
Last edit: daaxl 2014-12-03
At the description of the subcategory service you have an description field. If you fulfill this field with the information of the template you will give the user guide how to fulfill the ticket at the next screen.
Thanks for your anser,
the description field is my solution for the moment, but only limited useful.
Possible a Trigger will help (Email notification) but how we can give the Trigger action (on object creation) a service flag?
So that the trigger only send an email if a special service used.
thanks for your support
Daaxl