Hello,

We recently installed osTcked on a hosted virtual server without any issue.

Every feature is running fine :

- Client-side & Staff-side

- Emails

- Attachements

- ...

We are much happy with the tool and higly recommend it.

Before using a hosted virtual server, we tried a shared server account but ran into some unsolvable issues linked to lack of IMAP support or lack of control over the email server.

This has solved easily with more control on what was happenning.

I have a small remark though about the naming of "Departments". Calling those Departments instead of "Roles" has resulted in ourselves trying to map our company organisation (Direction, sections, ...) with the"Department" description in osTicket.

I know that this is only a matter of implementation of osTicket from our side, but this has been confusing.

"Department" based management of the tickets is more a role-based management and we found thta we should not stick with the actual company organisation in mind when setting this up.

I will place a post on a possible improvement from that respect.

With best regards,

Thierry

Hi, Thierry.

We're glad you like osTicket!

Departments are meant to be just that-different departments within a company, i.e. a sales department, a billing department, a support department, etc.

As for management, staff, administrators, and so on. that's where groups come in.

That said, we realize everyone structures their companies differently. We'll be adding more flexibile tools for organization in the future.

Improving Departments & Groups functionality

Hello,

We are a quite small company with roughly 40 peoples.

There is indeed the usual departments (Accounting, sales, support, R&D, production) and we did create them and also manage to have the various User's Groups set up.

After using osTicket for a while, we found that it is not realistic to stick to the real company organisation with for example a direction for "sales & support" and 2 departments (Sales, support).

The "sales & support" manager cannot easily manage support cases or sales cases. she cannot do thta but by declaring two accounts.

In my case, I'm involved in R&D but also need to have a look to accounting and support. Complicated.

I'm the CEO and Manage R&D, but when I'm involved in accounting or support cases ... I'm only acting as a Staff guy and can be involved in a case by the managers of these groups.

Suggestions

------------

1) A nice addition to osTicket could then be that any user account can be enrolled in any Department, while being affected to a different User's Group in each selected Department.

This can solve many tricky cases.

2) Another request from our customers is to be able to have Cc. addresses to the cases.

This should allow them to have several possible persons involved.

3) A last one from my staff is to be able to sort case by "Assigned Staff", especially in order to be able to check for unnasigned cases.

With best regards,

Thierry

With best regards,

Thierry

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