Re: cc Tkt 16610 | Custom New Ticket
Eugene Tolmachev
yea, this is possible
ill write you instructions
also please join and use our https://groups.google.com/forum/?hl=en#!forum/sherpadesk-api for API questions
Eugene
Отправлено: 5 августа 2019 г. 20:10:35
Кому: Eugene Tolmachev <eug...@micajah.com>
Тема: cc Tkt 16610 | Custom New Ticket
We are building a Custom New Ticket form as one customer would like to be able to add things to the initial ticket that we will require for routing. (They are a global business and have locations on 6 continents). I could not see any way to modify the New Ticket form, so we are creating one using the API. If we want to pass them to the APP after they create the ticket, can this be done via a token as they will use their Sherpa Desk login (via API), to create the ticket?
CC's: Michael Khramov, Patrick Clements, Mike Clements, Laura Curry, Jon Vickers
 |
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | New Ticket Queue |
| Level | 1 - UnAssigned |
| Priority | 4 - General Inquiry |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
cmd close close | cmd close all close with related | cmd pickup transfer to myself | cmd user user...@domain.com assign an user | cmd adduser(altuser) user...@domain.com add an additional user | cmd addtech(alttech) tech...@domain.com add an alternate tech | cmd subject change a subject | cmd transfer tech...@domain.com transfer to another tech | cmd tech tech...@domain.com same as cmd transfer | cmd class name transfers to the class | cmd waiting place in waiting on response status | cmd onhold place on hold | cmd priority number change priority | cmd account name change an account | cmd level number change level | cmd escalate/deescalate escalate/deescalate to the next/previous level | cmd time hours inputs time for a ticket in decimal format | cmd techonly send techonly visible response | cmd junk mark as junk | cmd delete delete a ticket | cmd userfind find initial user for forwarded emails
HelpDesk Support Software by Sherpadesk
User Laura Curry - SherpaDesk
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Response | |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
yea, this is possible
ill write you instructions
also please join and use our https://groups.google.com/forum/?hl=en#!forum/sherpadesk-api for API questions
Eugene
| Response | |
| Clements, Mike | 5-Aug-2019 01:25 (UTC-5) |
Laura,
What you looking to do specifically with your ticket form and routing. We may be able to handle this natively with existing functionality. Please provide us with some examples and we’ll give provide you with best options.
Thank you,
Mike
| Initial Post | |
| Curry, Laura | 5-Aug-2019 01:10 (UTC-5) |
We are building a Custom New Ticket form as one customer would like to be able to add things to the initial ticket that we will require for routing. (They are a global business and have locations on 6 continents). I could not see any way to modify the New Ticket form, so we are creating one using the API. If we want to pass them to the APP after they create the ticket, can this be done via a token as they will use their Sherpa Desk login (via API), to create the ticket?
Tech Patrick Clements - SherpaDesk
Hey Laura,
You should be able to create Custom Fields and either assign them to a class to create a dynamic form or not assign them to a class to make them global for all new tickets.
Is this happening for you guys?
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Response | |
| Curry, Laura | 5-Aug-2019 03:31 (UTC-5) |
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
User Laura Curry - SherpaDesk
Mike,
Some things work the way we need them to others do not.
Example. This customer wants only certain classes/sub-classes to be displayed. I can’t filter them by account Mostly because some of these classes might be important for other customers but not them.
Unless you know of a way to do that. It would be wonderful.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
email: cur...@offsiteedi.com
http://www.offsiteedi.com
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Response | |
| Clements, Patrick | 5-Aug-2019 03:51 (UTC-5) |
Hey Laura,
You should be able to create Custom Fields and either assign them to a class to create a dynamic form or not assign them to a class to make them global for all new tickets.
Is this happening for you guys?
| Response |
| Curry, Laura | 5-Aug-2019 03:31 (UTC-5) |
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
Patrick Clements
Hey Laura,
We don’t have Account specific forms. These forms including Class/Sub Class and Custom Fields are the same for all Accounts. You are able to hide specific Classes from Standard Users by marking the Class as ‘Tech Only’.
Let us know if this answers your question on this.
Patrick
From: <zwoja4...@app.sherpadesk.com> on behalf of User Laura Curry - SherpaDesk <zwoja4...@app.sherpadesk.com>
Reply-To: User Laura Curry - SherpaDesk <zwoja4...@app.sherpadesk.com>
Date: Monday, August 5, 2019 at 4:02 PM
To: "sherpad...@googlegroups.com" <sherpad...@googlegroups.com>
Subject: cc Tkt 16610 | Custom New Ticket
Mike,
Some things work the way we need them to others do not.
Example. This customer wants only certain classes/sub-classes to be displayed. I can’t filter them by account Mostly because some of these classes might be important for other customers but not them.
Unless you know of a way to do that. It would be wonderful.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
|
|
|
Custom New Ticket |
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User Laura Curry - SherpaDesk
Sent from my iPhone
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Response | |
| Clements, Patrick | 5-Aug-2019 08:41 (UTC-5) |
Hey Laura,
We don’t have Account specific forms. These forms including Class/Sub Class and Custom Fields are the same for all Accounts. You are able to hide specific Classes from Standard Users by marking the Class as ‘Tech Only’.
Let us know if this answers your question on this.
Patrick
| Response | |
| Curry, Laura | 5-Aug-2019 07:02 (UTC-5) |
Mike,
Some things work the way we need them to others do not.
Example. This customer wants only certain classes/sub-classes to be displayed. I can’t filter them by account Mostly because some of these classes might be important for other customers but not them.
Unless you know of a way to do that. It would be wonderful.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Clements, Patrick | 5-Aug-2019 03:51 (UTC-5) |
Hey Laura,
You should be able to create Custom Fields and either assign them to a class to create a dynamic form or not assign them to a class to make them global for all new tickets.
Is this happening for you guys?
| Response | |
| Curry, Laura | 5-Aug-2019 03:31 (UTC-5) |
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
Alt Tech Eugene Tolmachev - SherpaDesk
you have 3 question:
1) create new ticket with api - this is possible -
like on mobile site - https://m.sherpadesk.com/
create some html page with requests to api
2) redirect to newly created ticket -
just need to redirect to https://app.sherpadesk.com/?tkt=w4hgz8&dept=ms2as...
where tkt = ticket key
dept = instance key
org = organization key
3) filter dropdowns - dont show some classes, or other info -
this is also possible (https://github.com/sherpadesk/api/wiki)
Many Objects
GET https://{orgKey}-{instanceKey}:{APIToken}@api.she...
Or process data in Javascript before show to user as we do in mobile app.
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Response | |
| Curry, Laura | 5-Aug-2019 08:45 (UTC-5) |
Sent from my iPhone
| Response | |
| Clements, Patrick | 5-Aug-2019 08:41 (UTC-5) |
Hey Laura,
We don’t have Account specific forms. These forms including Class/Sub Class and Custom Fields are the same for all Accounts. You are able to hide specific Classes from Standard Users by marking the Class as ‘Tech Only’.
Let us know if this answers your question on this.
Patrick
| Response | |
| Curry, Laura | 5-Aug-2019 07:02 (UTC-5) |
Mike,
Some things work the way we need them to others do not.
Example. This customer wants only certain classes/sub-classes to be displayed. I can’t filter them by account Mostly because some of these classes might be important for other customers but not them.
Unless you know of a way to do that. It would be wonderful.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Clements, Patrick | 5-Aug-2019 03:51 (UTC-5) |
Hey Laura,
You should be able to create Custom Fields and either assign them to a class to create a dynamic form or not assign them to a class to make them global for all new tickets.
Is this happening for you guys?
| Response | |
| Curry, Laura | 5-Aug-2019 03:31 (UTC-5) |
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
Tech Mike Clements - SherpaDesk
Laura,
It looks like through api’s and a custom web form we’ll be able to support this.
I would recommend creating all the ‘Classes’ and ‘Custom Fields’ in SherpaDesk and marking them as ‘Tech Only’. This way they won’t show up on your web portal. You can then create your own custom web form for your customer and map those fields selections to the fields in SherpaDesk using api’s.
Let us know if you have any questions on this.
Thank you,
Mike
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Response | |
| Tolmachev, Eugene | 6-Aug-2019 02:59 (UTC-5) |
you have 3 question:
1) create new ticket with api - this is possible -
like on mobile site - https://m.sherpadesk.com/
create some html page with requests to api
2) redirect to newly created ticket -
just need to redirect to https://app.sherpadesk.com/?tkt=w4hgz8&dept=ms2as...
where tkt = ticket key
dept = instance key
org = organization key
3) filter dropdowns - dont show some classes, or other info -
this is also possible (https://github.com/sherpadesk/api/wiki)
Many Objects
GET https://{orgKey}-{instanceKey}:{APIToken}@api.she...
Or process data in Javascript before show to user as we do in mobile app.
| Response |
| Curry, Laura | 5-Aug-2019 08:45 (UTC-5) |
Sent from my iPhone
| Response | |
| Clements, Patrick | 5-Aug-2019 08:41 (UTC-5) |
Hey Laura,
We don’t have Account specific forms. These forms including Class/Sub Class and Custom Fields are the same for all Accounts. You are able to hide specific Classes from Standard Users by marking the Class as ‘Tech Only’.
Let us know if this answers your question on this.
Patrick
| Response | |
| Curry, Laura | 5-Aug-2019 07:02 (UTC-5) |
Mike,
Some things work the way we need them to others do not.
Example. This customer wants only certain classes/sub-classes to be displayed. I can’t filter them by account Mostly because some of these classes might be important for other customers but not them.
Unless you know of a way to do that. It would be wonderful.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Clements, Patrick | 5-Aug-2019 03:51 (UTC-5) |
Hey Laura,
You should be able to create Custom Fields and either assign them to a class to create a dynamic form or not assign them to a class to make them global for all new tickets.
Is this happening for you guys?
| Response | |
| Curry, Laura | 5-Aug-2019 03:31 (UTC-5) |
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
Tech Mike Clements - SherpaDesk
Laura,
I'm going to close this ticket out for now. Please let us know if you have any follow up questions.
Thank you,
Mike
Ticket was CLOSED by Mike Clements.
|
| 16610 |
| Custom New Ticket |
| Organization | SherpaDesk |
| Account | SherpaDesk Support |
| User | Laura Curry cur...@offsiteedi.com |
| Technician | Mike Clements |
| Class | General Inquiry |
| Project | |
| Logged Time | 0 hours |
| Resolution | Resolved |
| Response | |
| Clements, Mike | 6-Aug-2019 03:23 (UTC-5) |
Laura,
It looks like through api’s and a custom web form we’ll be able to support this.
I would recommend creating all the ‘Classes’ and ‘Custom Fields’ in SherpaDesk and marking them as ‘Tech Only’. This way they won’t show up on your web portal. You can then create your own custom web form for your customer and map those fields selections to the fields in SherpaDesk using api’s.
Let us know if you have any questions on this.
Thank you,
Mike
| Response |
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Clements, Patrick | 5-Aug-2019 03:51 (UTC-5) |
Hey Laura,
You should be able to create Custom Fields and either assign them to a class to create a dynamic form or not assign them to a class to make them global for all new tickets.
Is this happening for you guys?
| Response | |
| Curry, Laura | 5-Aug-2019 03:31 (UTC-5) |
Mike,
We have added a few custom fields that they want on the initial New Ticket Form. I didn’t see anyway to customize the New Ticket form in Sherpadesk.
Laura Curry
Offsite EDI by Global Data Sciences, Inc.
Office: 630-299-5170 x905
Cell: 804-815-7573
| Response |
| Tolmachev, Eugene | 5-Aug-2019 02:26 (UTC-5) |
yea, this is possible
ill write you instructions
also please join and use our https://groups.google.com/forum/?hl=en#!forum/sherpadesk-api for API questions
Eugene
| Response | |
| Clements, Mike | 5-Aug-2019 01:25 (UTC-5) |
Laura,
What you looking to do specifically with your ticket form and routing. We may be able to handle this natively with existing functionality. Please provide us with some examples and we’ll give provide you with best options.
Thank you,
Mike
| Initial Post | |
| Curry, Laura | 5-Aug-2019 01:10 (UTC-5) |
We are building a Custom New Ticket form as one customer would like to be able to add things to the initial ticket that we will require for routing. (They are a global business and have locations on 6 continents). I could not see any way to modify the New Ticket form, so we are creating one using the API. If we want to pass them to the APP after they create the ticket, can this be done via a token as they will use their Sherpa Desk login (via API), to create the ticket?