How to Assign tickets to group members by Location?

Reign9000

Hey guys, I am pretty new to OSTicket. We are moving from SolarWinds Web Helpdesk, we have had a couple of problems figuring out integration with our existing services (AD, AZURE AD Oath, Exchange online IMAP Oath, and smtp legacy auth) but were able to overcome those with some work. We are down to configuration and setup. we have a few remaining pieces we are working on sorting out how to get done. We have just built an OSTicket install for our IT, Application support, and Facilities teams. We have 14 sites and 450 users. Is there a way to organize help topic assignments to Agents based on the location defined for the user?

KevinTheJedi

Reign9000

For Azure AD OAuth2 Authentication (SSO Authentication) and Exchange IMAP OAuth2 (Authorization) we have very detailed, step-by-step documentation (with images) linked below. It's a bit involving (of course, it's Microsoft) but pretty easy to configure.

By "Is there a way to organize help topic assignments to Agents based on the location defined for the user?" do you mean only show certain Help Topics based on "Location" criteria for individual Users when creating a Ticket as an Agent? If so, we do not have that capability. Help Topics are either Global to all Agents or restricted based on the Agent's Department Access.

If you mean can you Assign a specific Agent (or Team of Agents) based on the Help Topic and "Location" criteria for individual Users when the User (or another Agent) creates a Ticket then you can accomplish this with Ticket Filters. If you wanted to Assign an Agent (or a Team of Agents) simply based on the Help Topic you can do this at the Help Topic level but since you want that extra criteria you'd need a Ticket Filter.

Ticket Filters

Cheers.

Reign9000

KevinTheJedi thank you for the reply. The problem we ran into with the Azure AD Oath was tied to:
1. in setting up the email accounts. The permission needed to grant the application access permission through the service account. After following the instructions we resolved in 2 steps:
a. The email account could not be a shared mailbox and had to have a O365 license that also granted it logon credentials.
b. We had to make the email service account a tech that could log in first. Then we setup the smtp address in the email tab.
2. We had trouble with the Oath on the outgoing tab (Admin Panel > emails > service account > outgoing SMTP). We found that we could keep SMTP basic auth the account, as Microsoft back tracked on deprecation (https://learn.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-1-authenticate-your-device-or-application-directly-with-a-microsoft-365-or-office-365-mailbox-and-send-mail-using-smtp-auth-client-submissionon) by enabling it in Microsoft 365 admin center > users > Active Users > mail > Email Apps allow IMAP, POP, and SMTP from there. Our Microsoft 365 tenant is configured to keep those settings off by default.

One other questions is we would like to keep the service accounts to a minimum. Is it possible to have other SMTP aliases tied to the same service account have a rule for inbound email to each separate smtp proxy move emails to a separate subfolder under the inbox root and then configure osticket to have multiple email accounts that check separate subfolders?

I have started playing with the filters. One question. if I have 2 teams

"Helpdesk Agents" team that will be used for help topics that do not require an on-site agent
"Field Agents" team that can be leveraged because they are assigned as on-site agent.
members of the "Field Agents" team can be members of the "Helpdesk Agents" team but not all members of the "Helpdesk Agents" team are members of the "Field Agents" team. I have the Help Topics divided by the appropriate agent group. If I use this filter could I configure it to contextually be sensitive enough that:
For help topics that are assigned to the "Field Agents" team can be contextually assigned to the field tech responsible for the site,
and
For help topics that are assigned to the "Helpdesk Agents" team can be assigned in a round robin fashion to members of that team?

KevinTheJedi

Reign9000

You can use a shared mailbox you just have to add an account that does have a license as a delegate with full read and write access, uncheck the Strict Matching box in the Auth Config popup, and login as the delegate when it brings you to Microsoft.

For #3 (if I understand you correctly) you'd have to create a Filter with the appropriate Rules matching the criteria and Actions to Assign to whatever Agent. If it's different Help Topics for different Agents you'll have to create a Filter for each. You can have two separate Actions on the same Filter to Assign to a Team AND Assign to an Agent but you cannot do multiple of each. Meaning you can Assign to one Team and/or one Agent per Filter.

For #4 we do not have Round Robin Assignments but this is on our Roadmap for post-v2.0 so stay tuned!

Cheers.