Filter Quick Messages based on table

uluerje · ‎02-15-2017

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 · ‎02-15-2017

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.

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uluerje · ‎02-28-2017

Thanks again, Drew, it worked!

DrewW · ‎02-28-2017

Good to here.