Hi,

I'm just getting started with osTicket, having previously been using RT, but we need to retire that system for various reasons.

osTicket (v1.18.1) on IIS on Windows Server 2019

We mostly use ticketing systems for tracking internal activity/not losing sight of issues raised with us by customers by any means, plus some tasks we need to do ourselves. So the ticket system is not open to clients/end users, and everything is created by internal colleagues.

One use is to track preparation of equipment for clients. We have a standard process that we follow, so it would be really helpful if I could have a custom ticket type ("Prepare laptop") which would have a set of pre-defined tasks attached to it (things like: log details in inventory, complete OOBE, configure local policies, etc. etc.)

Is this possible? I don't think the Forms thing fits, because that seems to be about gathering info about an issue, not having a checklist of actions required for resolution.

  • KevinTheJedi replied to this.

  • Snags

    You can accomplish this with Custom Fields of type Checkbox or something. That way the Field Name can be the question/task to complete and the checkbox signifies if it's completed or not (ie. if it's checked or not).

    We don't have anything like Canned Tasks (on our Roadmap) that would generate a set of Tasks based on Ticket criteria. So with Tasks you have to always manually create them.

    Summary:
    The best option would be to setup a specific Custom Form with the Custom Fields you need and attach that Custom Form to one or more Help Topics. This way when a Ticket is created with that specific Help Topic the Custom Form will be attached and will show the Custom Fields. To further this you can use Ticket Filters to assign a specific Help Topic for the new Tickets based on certain criteria.

    Cheers.

      Snags

      You can accomplish this with Custom Fields of type Checkbox or something. That way the Field Name can be the question/task to complete and the checkbox signifies if it's completed or not (ie. if it's checked or not).

      We don't have anything like Canned Tasks (on our Roadmap) that would generate a set of Tasks based on Ticket criteria. So with Tasks you have to always manually create them.

      Summary:
      The best option would be to setup a specific Custom Form with the Custom Fields you need and attach that Custom Form to one or more Help Topics. This way when a Ticket is created with that specific Help Topic the Custom Form will be attached and will show the Custom Fields. To further this you can use Ticket Filters to assign a specific Help Topic for the new Tickets based on certain criteria.

      Cheers.

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