Responding for ticket

piotrpawlowski

Hello,

I installed osTicket in my office and for now it works perfectly.

Unfortunately I can not find solution for my problem. Some of our employees are not in osTicket, and for some time they won't be. But sometimes stuff, who are working in osTicket would like to forward ticket to people outside OST. Is it possible?

Thank you for any help.

Piotr

PRedmond

Hi Piotr,

This seems to be a workflow issue rather than a problem with osTicket.

You can always allow staff members to forward emails they receive via osTicket to the appropriate staff. It is just a matter of figuring out what is the best workflow for your situation.

piotrpawlowski

Hi,

Thank you for answer. What do you mean by 'forward emails'? You mean asign ticket to dedicated person? I can add people, who are not working in OST and give them their private e-mails, but did they receive this forwarded e-mail in i.e. Thunderbird?

Thank you for a help.

Piotr

michael.therrien

Yes, if they are in the correct department, or the ticket is assigned to their account, they will receive an email notifying them of a new ticket.

By "forwarded" email, this means that the person who receives the email about a new ticket creation would Forward that email to the persons email address that needs to know about the ticket, which isn't automatic.

I'd recommend setting everyone up with accounts in OST regardless of whether you ever intend on assigning a ticket to them or not. It's just easier this way and they can login at their leisure but still know about the problem.

PRedmond

That is what I would suggest too. The only exception is if you have lots and lots (like hundreds) of users...

I am implementing a system where we will have about 300 'staff'. Rather than enter them all in manually, I will use sql to insert them directly into the database. That is another option, if you have too many users.