Hello As an AGENT that its responsible for a department lets say A with multiple teams created in that department. I need to see all tickets that have been created by my users or teams, from department A that are currently assigned to department B, so i can keep track of the issues and they statuses. i dont see nothing. I tried to give me rights to department B as only read. but then i see all the tickets that have been created by other departments also. I would like to see only the tickets that have been created by my users. Current version is 1.16.1 i could upgrade to other version if this would help. Thank you for your help.

    iamzoli

    With osTicket in order to see Tickets you have to have access to the Ticket's Department, you have to be directly assigned to the Ticket, your Team has to be directly assigned to the Ticket, or you/your Team has to have Referral access to the Ticket. Without any of these you will not be able to see Tickets.

    You can also create an Organization, assign all needed Users to this Organization, add yourself as the Organization Account Admin, then enable the box for Auto-Assignment. Then, when any User in the Organization opens a Ticket you will be directly assigned automatically; in-which you will be able to see the Tickets they create without Department Access. Just keep in mind if you are assigned only and the Ticket is closed you will lose access to the Ticket as Assignment is dropped on Ticket Close. You can counteract this by enabling Auto-refer on close in the system settings. That way when the Ticket is closed it auto-refers to you and you can maintain access after closing.

    Cheers.

      Hello Kevin, may the force be with you.
      Thank you for your quick response.
      your Team has to have Referral access to the Ticket
      Is there a way to set when a new ticket is created to automatically set the referral to my department our team ?
      Like auto-refer when ticket is created.

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