Hi,

I just came across osTicket and it appears to be just what I am looking for. We've been researching possible solutions for some time now and just can't find anything that comes close to our needs and doesn't cost thousands.

What I am trying to determine is how close osTicket is to our needs and how much effort it will be to modify it to our requirements. We don't mind making mods and sharing them when completed. I'm not looking for folks to provide solutions, just please let me know how close you think osTicket is and how much effort it will take if mods are necessary.

I appologize if this information is available on the website. I have been browsing around and don't see anything that I can use to specifically address the following scenario.

We have custom software we develop for our clients that they make avialable to their customers. We primarily get bug reports and enhancement requests from our client. They rely on various informal methods to receive feedback from their end users.

We want a web application where issues are reported ONLY on the web, not email. If the end user submits an issue it will first go to our client for review and action. They may choose to pass the issue on to us or use it to create a completely new issue that is forwarded to us. (Most of the time they will respond with an answer back to the end user without involving us.) Also, various representatives in our client's organization may also want to create issues.

There will be several levels of access for our client. Some client users will be able to assign an issue to specific classifications and priorities. Other client users will be able to provide technical feedback for that issue but not make any other modifications.

Once an issue is prioritized by the client, our team lead will be notified. He will then assign the issue to a developer. The developer will be able to status the issue as necessary until it is completed, i.e. analysis, coding, testing, etc. The issue could be routed through several departments including test team and qa. Before implementation it should be approved by team lead and client management.

The only thing we would use email for is workflow, status and feedback notifications during the process.

I know the website mentions workflow. But can issues be routed to individuals(preferrably groups) based on status, issue type and category? Can various fields related to an issue be controlled so certain users(groups) can update only specific ones?

I appreciate your input in helping me with this. I am anxious to get this installed and ready to go.