hello,
I'm working with CC and CF to build a helpdesk. What I need is to have the user post their problems, and others to view the problems. And there is a helpdesk to filter the problems. If he can solve the problem, he doesn't need to forward the problem to admin. So admin only deals with problems that cannot be solved by helpdesk. (I let helpdesk be 'Manager', not 'Administrator')
So far I have created 3 CFs. The 1st one is for the user to post their problems. 2nd one is for helpdesk to edit the record by adding one field: solution. 3rd one is for helpdesk to forward the problem to admin by adding one field: message for admin.
I also have created 1 CC. All groups can view the records (ticket number, date, requestor, status, priority, problem, solution). Helpdesk (manager) can view 2 links for each record, one is to edit record for problems he can solve himself (redirect to my 2nd CF), and the other is to forward the problems he cannot solve to admin (redirect to my 3rd CF).
I can easily created link to my second CF, I just needed to add {edit record} in body part. I have tried to create a link to my 3rd CF, but it cannot read which record to edit.
Can anyone help me? Thanks before.
Astrid
I'm working with CC and CF to build a helpdesk. What I need is to have the user post their problems, and others to view the problems. And there is a helpdesk to filter the problems. If he can solve the problem, he doesn't need to forward the problem to admin. So admin only deals with problems that cannot be solved by helpdesk. (I let helpdesk be 'Manager', not 'Administrator')
So far I have created 3 CFs. The 1st one is for the user to post their problems. 2nd one is for helpdesk to edit the record by adding one field: solution. 3rd one is for helpdesk to forward the problem to admin by adding one field: message for admin.
I also have created 1 CC. All groups can view the records (ticket number, date, requestor, status, priority, problem, solution). Helpdesk (manager) can view 2 links for each record, one is to edit record for problems he can solve himself (redirect to my 2nd CF), and the other is to forward the problems he cannot solve to admin (redirect to my 3rd CF).
I can easily created link to my second CF, I just needed to add {edit record} in body part. I have tried to create a link to my 3rd CF, but it cannot read which record to edit.
Can anyone help me? Thanks before.
Astrid
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