Filter Quick Messages based on table

[uluerje]

Does anyone know if there's an easy way to filter the quick messages based on the table?   We currently have groups/users who work tickets in multiple areas (tables) and each area has it's own set of standard responses - quick messages.   I'd like to show only the quick messages that pertain to the area/ticket that they're working in and hide all the others.    

Example:

- Group A works incidents and requests.

- We have 5 quick messages set up for incidents and 5 quick messages set up for requests - all available to Group A

- If they're working an incident, we want to only show the 5 quick messages that are for incidents and hide the requests.

The only "solution" I've been able to come up with is creating a dropdown on the table that would hold all their quick message titles and then creating a client template for each one - so in a sense making the client template a quick message.   I'd rather not do this if there's a better way to accomplish this.  

Any help would be greatly appreciated!   Thanks!

[DrewW · Accepted solution]

As far as I am aware the email_client UI Page is not accessible by a customer.   So you have two options, create your own from scratch, or add a field to the quick messages table for the table that they are for.   Then set a session var/client data using an on display business rule when the user goes to the form and then add a BR to the Quick Messages table to use that session var as a filter.   Might be a bit clunky but it should work ok.

[uluerje]

Thanks for the suggestion!   I'll give it a try!

[robhaas]

uluerje ,

Were you able to accomplish this? I'd like to see what you came up with if so and you don't mind.

[uluerje]

Hi Robert,

Yes, I was able to successfully filter the quick messages.  

1. Created a 'u_table' string field on the quick message table and added the table name to the messages I want to filter - doesn't have to be the actual table name...it just has to match whatever you set the client data to when the form loads  

2. Created a display business rule on the tables where I want the quick messages filtered and set the client data to the table name (matched the quick message table value exactly) - only runs for specific group or role

Incident table   -   gs.getSession().putClientData('table', 'incident');  

Request table -   gs.getSession().putClientData('table', 'request');

Test table (no filter - show all QM) - gs.getSession().putClientData('table', '');  

3. Created a before query business rule on the quick message table to only show the messages where the u_table values matches the client data value - only filters if client data value exists, else show all.

var v = gs.getSession().getClientData('table');

  if (v != ''){

    var qc = current.addQuery("u_table", v);

  }

Hope this helps.