Version 3 only has basic ticket assignment. Tickets are assigned to the agent with the least tickets open. We are planning on releasing an extension for advanced assignment that will add departments and much more.
well unless you release the mentioned add-on, I have no other options than using the v2.
it’s working more or less good enough, though I needed to pimp it a little so I can have to manager levels. manager for each product level, and also manager for all the products, needless to say my tickets are private between agents and customers, but managers can and should see their filed tickets.
I managed to define these two level managers by adding custom roles to them, and could handle the top manager by adding this line of code to the restrict ticket function in the WPAS_Tickets_Manager.class :
if( current_user_can('see_all_tickets') )
return;
basically it does not let the function to restrict the query and shows all of the tickets to the top level manager.
my problem though is when I need to add restriction for a product manager (with a specific type)
I do not know how to restrict this manager for his/her related type
I know I have to do something like this :
if( current_user_can('see_related_tickets') && isset( $_GET['post_type'] ) && 'tickets' == $_GET['post_type']){
//restrict query for current_user's type(agent's group in the wp user's panel) and type's children
return $query
}
I would be more than thankful if you can help me out on this
