johnson-chong

You don’t need to use api at all if you are running cron locally. Simply look at the "RECURRING TASKS SCHEDULER (CRON JOB)" section for an easy example.

Cheers.

    6 days later

    Can the user change to agent?
    I want to create an agent but the email already exist in user.
    so want to change the user become agent.

    How to configure? i registered the user.

      johnson-chong

      You can have both a user account and agent account. To add a new agent go to Admin Panel > Agents > Agents and click Add New Agent.

      Cheers.

        8 days later

        Is that possible the SLA calculate date/time depend on the ticket status
        For example,
        I have create Pending status for the ticket.
        if the ticket status is pending, SLA count down stop, when it change to "In Progress" then start / continue countdown

        Thanks for your reply

          Regarding the new agent, unable use same email created in user and agent.
          User table already created, when i create as an agent, it show "email already exist"
          here is the screenshot

          and this is the screenshot from user screen

          Thanks for your reply

            johnson-chong

            An SLA can be Transient or non-Transient. If Transient it can be overridden on Help Topic change or Department Transfer. There is no way to change SLA on Ticket Status changes.

            By default SLAs calculate DueDate times based on the Grace Period starting immediately once the Ticket is created or once the SLA is set. With that being said, SLAs can calculate DueDate times based on an attached Schedule. So if you want you can create a specific Schedule that’s always a holiday, create your SLA named "Pending", attach the holiday Schedule you created, and now once your Agents set the Status Pending they can also set the SLA to "Pending" so the SLA timer stops calculating. Then once they are ready they can set the SLA to whatever they want and it will calculate a new DueDate.

            Cheers.

              johnson-chong

              As for the Agent email issue, the error is saying you have a System Email (Admin Panel > Emails > Emails) with the same address. An Agent cannot have the same address as a System Email and vice versa.

              Cheers.

                Possible create a SLA don't have countdown. every ticket must has SLA Plan, so when i choose SLA Pending there is unlimited time so don't have overdue or don't have count down so don't have overdue.

                Thanks & Regards

                  how to configure ticket auto closed, when ticket status is resolved after 7 days?

                  Thanks for your reply

                    johnson-chong

                    We do not have a native auto-close feature at this time. This has been requested many times before and is currently a feature on our Feature Request List for possible future development.

                    Cheers.

                      5 days later

                      Can we edit the user list, i would like to show the email on the user list. how to edit ?
                      Can we also set the ticket list by Team. For example Team A member login just can view team A ticket ?

                      Thanks for your reply

                        johnson-chong

                        I don’t know what you mean by edit the user list. Can you please explain further?

                        Simply go to their account under Admin Panel > Agents > Agents, enable "Limit ticket access to ONLY assigned tickets", and Save Changes. Now they will only be able to see tickets that are assigned directly to them or one of their teams.

                        Cheers.

                          7 days later

                          i want to add a new column in the listing, How to edit the column in the listing

                          Thanks for you reply.

                            johnson-chong

                            By modifying the codebase. You are always on your own when modifying the codebase as you are deviating from core. You should proceed at your own risk.

                            Cheers.

                              a month later

                              Hi want to ask regarding report.
                              At Dashboard - Statistics only 1 agent, is that possible show multiple agent ?
                              How to make it.

                              Thanks for your reply.

                                my idea is show all the agent over here. i have follow the step to tick the Stats, but all the agent not listed out.

                                Thanks for your reply

                                Hi from the previous image, how can i get the quantity of Opened and Closed ?

                                Thanks for reply

                                13 days later

                                Hi
                                i was install osTicket on Mac. i have some issue on Agent set password.
                                i have go to admin panel > Agent > Account --> click Set Password [but didn't receive email]
                                i also try go to login page use forget password [also didn't receive reset password email] .
                                admin account receive email for new ticket created.
                                Have any place i can check, to receive reset agent login password ?

                                Thanks for your reply

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