Hello there!

I´m an it-consultant representing the cooperation between 6 local governments.

We´re currently hosting a system supporting about 1800 users, and the amount of support cases are forcing us into deciding on a ticket system. I stumbled across osTicket and did a presentation of it for the other it-consultants yesterday. The response was overwhelming. A couple of issues was raised however, as listed below.

Issue #1 - The language layout

Even though all the it-consultants easily can work with an english layout, it would be preferred to get it translated to Norwegian (bokmål). From what I´ve read on these forums, osTicket is very friendly towards mods and adaptions, but I do not have the experience to do this from scratch myself.

1. Do anyone have a norwegian translation that I could adapt?

2. Would anyone help me in the correct direction of having this translation made?

Issue #2 - Active Directory integration.

Our osTicket system is installed on a VM on the same cluster as our Active Directory controllers. Even though osTicket recieves and sends tickets and responses correct already, an integration with the Active Directory controller would ensure that the information on the "customer" would be correct and even more detailed (department, office, phone number etc).

3. Is Active Directory integration a supported feature?

4. Is it a planned feature somewhere down the road?

Issue #3 - Panel columns in the administrative ticket window

Let me explain how we think, so you better can direct me with answers or provide me with corrections on my trail of thoughts:

We´re 6 it-consultants and some trainees. The 6 of us represents each our local government and are used to working together on issues. After all, with all our users working on the same system, we´re quite often facing similar support issues as one another. This makes a ticket system even more valuable to us, as we can document (search previous tickets for answers) previous issues and adapt the solution on the next occurance.

However, operating with only one support e-mail address makes it hard for us to differ between the issues that our "customers" sends in. For instance:

A customer at local government #1 sends his issue (either by mail or by webform) to osTicket. It is now in our best interest that the it-consultant from that particular local government are quickly able to identify this ticket as "one of his own" without having to physically open the ticket to see if this is the case.

5. Is it possible (or correct of me to think this way) to create another field in the ticket overview (staff/management/admin pane) that displays some information to seperate that particular customer from the others? I´m thinking perhaps a field that shows the domain-name from the senders e-mail address. Now I know that the "From"-field show either the e-mail address or the name of the customer, but we cannot sort based on this.

6. I´ve already tried to address this topic by establishing 6 unique support e-mail addresses (currently being made). My thought is to have each of our 6 it-consultants assigned to each their department named after the local government they represent. This way, the customers at local government #1 can send their support issues to gov1-support@our.mail, while customers at local government #5 send their support issues to gov5-support@our.mail, and we 6 it-consultants can easily sort them out in the same overview.

Please help me on these issues, as I would like to go live with this system already. The language translation and the ability to sort tickets are the major conserns of mine, and will have to be adressed one way or another before we can move on.

Sincerely,

Gaute