osTicket_Integration_Issue

[VasilKanev]

Hello, i have a problem with creation of the custom .xml template which must include one rule- to not trigger call journaling for specific number (user or groups). I have 2 groups configurated in 3cx and the first one must have the option to trigger API and open ticket into the ticket system and .the second one must receive only calls and make calls, but not trigger tickets. I will appreciate any help and suggestions.

 

[edossantos]

The integration is enabled system wide, you can't disable it for specific 3CX extensions or groups. In your custom template, you can use the SkipIf attribute of the request element, to skip the HTTP request when the extension is not the one you need. But this is only during Call Journaling, because during contact lookup you don't know to which extension the call will go. For example, to skip Call Journaling when the agent's extension is 100 you can use:
SkipIf="[Agent]=="100""

 

[VasilKanev]

The integration is enabled system wide, you can't disable it for specific 3CX extensions or groups. In your custom template, you can use the SkipIf attribute of the request element, to skip the HTTP request when the extension is not the one you need. But this is only during Call Journaling, because during contact lookup you don't know to which extension the call will go. For example, to skip Call Journaling when the agent's extension is 100 you can use:
SkipIf="[Agent]=="100""

Thank you very much for your help. It worked!

 

[VasilKanev]

Edossantos, thank you again for your help, but now i have another issue
I have 2 numbers in the 3cx and i want to trigger requests to the osTicket system only from the first number. Could you please share with me how can i exclude the second number? Thank you in advance!

 

[edossantos]

What extension number you want to exclude?

 

[VasilKanev]

What extension number you want to exclude?

Not extension. The number you dial when you want to connect. We have 2 numbers paired with 3cx.

 

[edossantos]

The DID is not available in the CRM template, so unfortunately you can't use it as you need.

 

[VasilKanev]

The DID is not available in the CRM template, so unfortunately you can't use it as you need.

And there is no other way to configure it in the 3cx settings?

 

[edossantos]

No, the template is enabled system-wide, all external calls will trigger it, and the DID is not available in any variable.

 

[VasilKanev]

No, the template is enabled system-wide, all external calls will trigger it, and the DID is not available in any variable.

Thank you very much for your time and help!