Im customizing the portal-power-user profile to make it view and update tickets from the portal, because i dont want anyone other than admins to use the console anymore.
I managed to change the view using scopes and changed it so portal power users can see all open tickets that are dispatched to any of their teams.
I also managed to change the ev_stim from the group id's of tickets, userrequests and such to allow them to update tickets, mark them as resolved, reassign and so on.
But that last point did not work. I extended the portal power user event group id's actions, but after setup it only showed me the buttons, as per the screenshot below. you can see it has "Pending", "Mark as Resolved", and "Re-assign". But the button itself when i click it it does not work or update or do anything really.
Any advice or something im missing to configure here? Would appreciate your help
The buttons work fine and update the ticket when the current user is the agent assigned to the ticket. But to me this isnt practical, i want anyone that can view the ticket (current case) because they are a member of this team and can view it, should be able to update it (resolve, pending..).
Is this doable or does the agent always have to be assigned to be able to update and resolve the ticket from the portal
Last edit: Youssef Gadelrab 2023-11-12
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Hello Guys,
Im customizing the portal-power-user profile to make it view and update tickets from the portal, because i dont want anyone other than admins to use the console anymore.
But that last point did not work. I extended the portal power user event group id's actions, but after setup it only showed me the buttons, as per the screenshot below. you can see it has "Pending", "Mark as Resolved", and "Re-assign". But the button itself when i click it it does not work or update or do anything really.
Any advice or something im missing to configure here? Would appreciate your help
@cisou @glajarige
Update:
The buttons work fine and update the ticket when the current user is the agent assigned to the ticket. But to me this isnt practical, i want anyone that can view the ticket (current case) because they are a member of this team and can view it, should be able to update it (resolve, pending..).
Is this doable or does the agent always have to be assigned to be able to update and resolve the ticket from the portal
Last edit: Youssef Gadelrab 2023-11-12