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Wizard update (fields determined by condition)
#1
WIZARD: HD – TRANSFER INCIDENT
Any idea about how to update/change the wizard first step three “escalation” options (visible determined by a condition):
  • Redirect to a Group of the same Level
  • Escalate to a Group of a higher Level
  • Redirect to a Group of a lower Level
  • Requalify the Topic
 
For example to only one option like “Transfer”?

Additional info:
  • We don’t need/want to use group levels and therefore it has no sense to show the default three escalation options.
  • Configuring all our groups with the same level (for example 1 or NULL), the “Redirect to a group of a lower level” option disappear…. but the other two remain.
  • We have also tried to change the Parameters “{SM} Authorize escalation to any group irrespective of level” to "false"…. but it doesn't help.
Bucefalos, proud to be a member of EV CONNECT FORUM since Aug 2016.

#2
(07-26-2019, 05:12 AM)Bucefalos Wrote: WIZARD: HD – TRANSFER INCIDENT
Any idea about how to update/change the wizard first step three “escalation” options (visible determined by a condition):
  • Redirect to a Group of the same Level
  • Escalate to a Group of a higher Level
  • Redirect to a Group of a lower Level
  • Requalify the Topic
 
For example to only one option like “Transfer”?

Additional info:
  • We don’t need/want to use group levels and therefore it has no sense to show the default three escalation options.
  • Configuring all our groups with the same level (for example 1 or NULL), the “Redirect to a group of a lower level” option disappear…. but the other two remain.
  • We have also tried to change the Parameters “{SM} Authorize escalation to any group irrespective of level” to "false"…. but it doesn't help.

Hello,
Instead of use or try to change the default button "HD - Transfert incident" please replace it by one (or more button) :

HD - Escalate to a Group of a higher Level
HD - Redirect to a Group of a lower Level
HD - Redirect to a Group of the same Level
HD - Requalify the Category

Use only "HD - Redirect to a Group of the same Level" + same group level for your group + {SM} Authorize escalation to any group irrespective of level=true

P.ABBE
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#3
Smile 
Thank you Philippe!! 

It works perfect for our needs Smile






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