Hello

I have small feature request. When creating ticket as a AGENT, it would make sense to prefill User field as the user I am currently logged in as. Right now whenever an agent opens a new ticket he/she has to find his/hers username.

  • KevinTheJedi replied to this.

  • osTicket intentionally differentiates between a User and an Agent and the two are separate entities and separate tables in the database. You may exist as both, but it is always true that a ticket is opened by a User and is assigned to an Agent.

    If you wanted to make modifications, you could add a "New Ticket as Me" button or something and get it to do an SQL lookup on the User table using the logged in Agent email, or other identifying information. But, as KevinTheJedi said, you would be on your own as far as the customisation goes and you'd want a way to distinguish when you open a ticket if it is for yourself or on behalf of someone. A much simpler way is to just log into the User Portal as yourself and create a ticket there when needed.

    erikpahlberg

    That does not make logical sense. It would be completely unnecessary to autofill the current Agent's info every time they go to open a Ticket on behalf of a User. If creating a ticket for anyone else they would have to do extra steps of removing their info, looking up the actual user, and selecting that user. I don't think this will every become a thing.

    As always, the code is open source so you can modify the code to your liking. As with all customizations, you are on your own.

    Cheers.

      Sorry for confusing ticket. Agent will create a ticket on behalf of him/herself. So let's say I'm an agent and I want to create a ticket for other department behalf of myself.

      osTicket intentionally differentiates between a User and an Agent and the two are separate entities and separate tables in the database. You may exist as both, but it is always true that a ticket is opened by a User and is assigned to an Agent.

      If you wanted to make modifications, you could add a "New Ticket as Me" button or something and get it to do an SQL lookup on the User table using the logged in Agent email, or other identifying information. But, as KevinTheJedi said, you would be on your own as far as the customisation goes and you'd want a way to distinguish when you open a ticket if it is for yourself or on behalf of someone. A much simpler way is to just log into the User Portal as yourself and create a ticket there when needed.

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