Adding Ticket Status

rodel14

We are using web based OSTicket.

How can I add "Ticket Status" such as Pending and Hold?

Thank you in advance for any help you can give

KevinTheJedi

rodel14 Admin Panel > Manage > Lists > Ticket Statuses

rodel14

I cannot see Pending or ON Hold in Ticket State

KevinTheJedi

rodel14

Because there is none; it’s either Closed or Open. Archived and Deleted are just placeholders and were never implemented. We have plans to implement those as well as On Hold, etc. after v2.0 has been established so stay tuned!

Cheers.

rodel14

How about SLA? Where can I see it?

KevinTheJedi

rodel14

I feel like you would benefit from reading the documentation here:

https://docs.osticket.com/en/latest/

Here is a link to the SLA docs specifically:

https://docs.osticket.com/en/latest/Admin/Manage/SLA%20Plans.html

Cheers.

rodel14

Sorry, what I am asking is that how can we set hours as per SLA? Like for example, Low: Response Time: 4 Hours, Resolution Time: 72 Hours

KevinTheJedi

rodel14

Each SLA has its own Grace Period. There are no separate time periods for individual events. The SLA controls how long until a Ticket goes overdue if not Closed.

Cheers.

rodel14

Is there a reporting for this ticketing system. Like for example, I want to get open and closed tickets for this month?

ntozier

The only reporting that osTicket has is the Dashboard.
If you just want to see open and closed tickets though you could use advanced search.
Alternatively you would need to pull data from the database directly.
You could use something like Crystal Report Writer.
You can find the database ERD on docs.osticket.com

rodel14

How can you add CC on the ticket

KevinTheJedi

rodel14

Above the Reply box there is a Collaborators dropdown.

Click it the Collaborators dropdown, click the little people icon, and click Add New or Manage Collaborators.

Or you can click the Cogwheel icon at the top of your screen (next to the Edit button) and click Manage Collaborators.

Cheers.

rodel14

But you cannot add users that was already added as collaborators, right?

KevinTheJedi

rodel14

What do you mean exactly?

Cheers.

rodel14

Users who are in the users directory, cannot be added as collaborators

KevinTheJedi

rodel14

Yes they can. Now, Users can’t add collabs via the UI they have to do it via email. However Agents can add any User as a Collaborator to any Ticket. Simply follow my instructions above and search for the User via email address or name or phone number.

Cheers.

rodel14

KevinTheJedi

rodel14

No, type their email in the box above that says “Search by email, phone or name”.

Cheers.