distinguish between publicly visible and private invisible groups

Jens Havelberg shared this idea 27 days ago
Completed

Hi

It makes sense that the customer can distinguish between the groups when hiring a new ticket, thus creating his ticket for the desired team.


However, as the customer sees internal teams that might mean 2nd level support or something similar, you have to spend a lot of time with a bunch of rules and a custom field to map out the whole scenario.


All employees now internally see two fields: group and team (own field).


If you could easily limit the visibility of some groups in the selection box in the configuration of the groups, the problem would actually be solved very easily.

what do you mean?

Comments (6)

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1

Hi, Jens,

you can make Group field public for your customers and hide specific groups in the dropdown list on the frontend with custom js in your theme.

Please let us know if it helps you.

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1

With custom js I can pretty much build anything. :)

I thought the application use case have other companies as well and a backend classification set in backend UI would be good.

You can decide if you can implement that.

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1

Hi, Jens,

we design private and public fields for similar use cases you described.

I think the system becomes more overwhelming if we allow to make private or public specific values of a field. To my opinion it would do a mess.

I understand that you have automation rules to assign tickets to groups based on custom field "team".

But you can use only "group" field. Even if user assigns the 2nd level group, you can set triggers only for such groups to reassign them to a required one. So you can avoid a huge list of rules based on your custom field.

Please let me know if it makes sense for you.

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Many Thanks. That's not exactly what I'm looking for.

There are groups that a customer just can not see. He must not know that there is such a group. Then I just hide it with javascript.

Do you have a sample js snippet for me?

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1

Hi, Jens,

please find the code snippet below:

.new-object .filter-select-list[data-name="group_id"] li[class~="2"] {
    display: none;
}
Your request could be accomplished with custom css in your theme. Just enter group id that should be hidden.

Let us know if you have more questions.

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as always, many thanks! great liza!