Allocating/triaging tickets on osTicket 1.15.4

Lindsey-O

Can all users see all incoming tickets or is there a way of triaging them so that the administrator sees them first then allocates them to a specific user who can then see them? As far as I knew, all users can see all the tickets that need processing.
Thanks,
Lindsey

KevinTheJedi

Lindsey-O

You are using a super old and outdated version of osTicket and you need to upgrade ASAP.
I assume you mean Agents; not Users. If you want a triaging state the easiest way is to update each Agent’s permissions to enable the “Limit ticket access to ONLY assigned tickets” setting. When this setting is enabled the Agent won’t be able to see any Tickets unless they or one of their teams are directly assigned. You would obviously leave this setting disabled for the admin so the admin can see everything but agents can only see assigned tickets. Please note though that once a ticket is closed the assignment is removed so the agent would no longer have access. Another option if you want Agents to retain access after closing is you can create a Department that only the admin has access to and assign all tickets to this department upon creation. Only the admin will be able to see these tickets because they are the only one with access. From there they can assign to the appropriate members/Departments.

You may also benefit from reviewing our documentation on Agents, Department access, etc.:

https://docs.osticket.com

Cheers.

Lindsey-O

Thanks for this, Kevin. Was this option available on the version I was using?

It's a long story that I won't bore you with, but I don't use it now. I do need to know if this function was available, though. Many thanks.

Lindsey-O

I do have another question if you don't mind me asking it here rather than making another post:

When an agent is removed from the system, would there be a log of the date and time when they were removed?

If so, would this data be retained as part of a data export process if the system was closed down?

Many thanks again!

KevinTheJedi

Lindsey-O

The “Limit ticket access to ONLY assigned tickets” setting has existed for a lonnnggg time so yes, your version would have that option.

Agent deletions are permanent and wouldn’t be tracked unless you had the Audit Log plugin installed and active during that time.

Cheers.

Lindsey-O

Thanks so much for thank info, Kevin. That's very helpful, indeed.

Lindsey-O

Hi Kevin,

One last question (probably) that I do know the answer to but it would be very helpful to have it confirmed in writing:

Can all closed tickets be reopened at any time by agents/admin to view:

Who allocated the ticket & to which agent
If there were notes on the ticket
Time between claiming and closing a ticket
Any other issues with the processing and closing of tickets?

Many thanks, again.

Lindsey

Lindsey-O

I knew there were more questions! Sorry.

On this screenshot of Ticket Activity - Statistics, does Service Time mean number of hours?

In Reopened column, this indicates the number of tickets opened by any user within the date range?

Many thanks, again again 🙂

KevinTheJedi

Lindsey-O

You wouldn’t need to reopen a ticket to view the details and event history. Anyone with access to the closed Tickets can view them at any time and find all the information you’ve noted.

You can click/hover the question marks on each dashboard column to read the descriptions.

Cheers.