Handler - TicketReservation
With TicketReservation handler a support person can reserve an incident to oneself. The reserve-button created by this handler is in use in both view and edit mode of data card. Reserve-button is shown even for those tickets, that have a support person defined.
The attribute of this handler must be a single value reference. Make sure, that target template matches with metadata setting Attribute path to support person data card.
Reservation can be enabled for Handler - CategoryDropdownReference by configuring setting Reserve: Attribute path to support person data card.
The reserve button is not shown to users, who do not have support person information e.g. root-users or reference to data card defined by metadata Attribute path to support person data card.
Reserve-button is generated on static forms, but it doesn't work.
Status of incident can also be changed with optional configuration.
Cancelling data card edit doesn't discard values that are set by reservation, because new values are stored immediately.
Ticket reservation can be used with Category Dropdown Reference Handler. When clicking the reserve button, it's possible to set the support team value, even if the user has multiple support teams. In order to do that, there has to be an attribute, holding the default support team value. Then, both metadata Reserve: Person template code with default team attribute and Reserve: Default team attribute. has to be set accordingly to that template code and default team attribute code. If user does not have any value in support team attribute, then only user will be assigned to the ticket (support team will be left untouched).
Default label for TicketReservation handler's button is value of presentation text button_reserve. Label value can be overwritten in template's localization editor.
Table 1. Attribute Settings
| Handler name | Datatype |
|---|---|
TicketReservation |
Reference |
Table 2. Required Attribute Metadata
| Name | Value | Description |
|---|---|---|
Reserve: Attribute path to support person data card |
User macro reference path | When ticket is reserved, data card found in this reference path is set as attribute's value Must be a user macro for example #user:person#. Ensure, that attribute's setting "Reference template" matches with this configuration. |
Table 3. Optional Attribute Metadata
| Name | Value | Description |
|---|---|---|
Reserve: Status attribute code |
Reserve: Attribute code of status. |
Reserve: Attribute, whose value will be updated, when an incident is reserved. Supported attribute datatypes are string and static String. |
Reserve: Status when reserved |
This value is set to status attribute when incident is reserved. | If Status-attribute is a static value, use one of the static value options e.g. 2- Solving Status is changed if 1) current value is empty, or 2) current attribute's value is same as the attributes default, or 3) attribute's default value is empty. This prevents accidental status changes eg. from 3 - Pending
|
Reserve: Person template code with default team attribute |
[template_code] | Here you must set the template code of the assignee, support person or such, which has the reference attribute to the default team. The template, which this attribute refers to currently. If you set this value, default team attribute also has to be set (see below). |
Reserve: Default team attribute |
[template_code] | Here you must set the attribute code, which is the reference attribute to the default team. Cannot be multivalue. If you set this value, person template code with default team attribute also needs to be set (see above). |
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