Hi all,

I am setting up a new installation of osTicket, to assess the usefulness of it in my company. We will not be using it as an IT Trouble Ticketing system, but rather as a way to receive email requests from clients, and assign them to the appropriate people.

I need to ask 3 simple questions (although there may be more later!)

First, We receive all emails that is used in different departments at one email address. There are good reasons for this, but I see that if I want to transfer a ticket from the "General" Department to the "Accounts" department, I need to enter a comment. Is there a way to disable this requirement. It would be better for me to simply see, in a ticket assigned to me, that I have been sent a ticket by user "X" (since as a company we receive 200-400 emails daily depending on the time of year, forcing a comment on each of these routine "this is fir you" assignments seems a waste of time)

Second, is there a way to theme/skin osTicket. More than simply the colours, but I would like to change the layout somewhat. Can different users have different skins? I'd also like to have a visual way to identify open and closed tickets (light gray for closed, Green for open, Red for overdue). Bear in mind that this is for internal use only. I am not going to publish the osTicket access to our customers - all interaction with them will be via email.

Third, I need the ability to separate out the "departments" queues. I'd like the ability to have "Accounts", "MK queries", "CTL Queries", "EDS Queries" etc as separate tabs/links at the top. Of course a "My unanswered queue" would be useful as well, but as a manager, I'd really prefer to be able to see how many open tickets there are in each queue I manage, so that I can follow up with the relevant staff.

Thanks in advance...

Oh, and I'm using osTicket 1.6.0 on a DreamHost hosting server running Linux, Apache, PHP 5.3 (I think) and MySQL.

David Russell