DISCLAIMER : ALWAYS CREATE PLUGINS WHERE POSSIBLE INSTEAD OF CHANGING THE CODEBASE IN ORDER TO EASILY UPGRADE TO THE NEWER VERSION.
Hello everyone,
I would like to share my progress of the osTicket transformation for my company. We recently decided to leave Atlassian ecosystem as it was overpriced for our use case. This came with a heavy task of keeping the management happy and porting over the JIRA-like features over to our new solution and osTicket seemed like a great base for the project. After a month of heavy hacking and tinkering I am really proud of the final product.
I just want to express how easy it has been tinkering with this code base and creating custom features.
Now I won't be sharing any code due to my NDA but I would like to present a short list of all the custom features that I was able to implement and hopefully encourage you to do the same.
New features:
- Client Groups : This limits the customer dashboard tickets to organizations so only specific organizations can view specific tickets
- WebHook Notification system : This feature enables webhook ticket notifications for different platforms e.g. Discord, Slack etc. This notifies the staff about new tickets and the users about ticket updates.
- SLA logic patch : Now this one was a doozy since the base time system is in hours and I thought it will be really hard to convert this to minutes. Luckily it was just a bit of database tinkering and some calculation changes in the SLA class.
- Manager Dashboard overhaul : The biggest obstacle yet as this was a heavily requested feature from the management. Basically just SQL query hacking.
In addition to this we use a custom theme (the popular one) as I suck at design. All in all the osTicket codebase was really easy to hack and work in thanks to the amazing team behind it.
