osTicket being used to support 25+ companies

sknoll

I work for an IT consulting company and we are testing osTicket to replace our current ticketing system.

We have 25+ companies that we support. Each company has anywhere from 50 to 1000 users.

We setup www.companyname.com/helpdesk(www.companyname.com/helpdesk)

Everything is default out-of-the-box configured.

***** User visits site to open ticket *****

While opening a ticket, how could we distinguish what company the user works for?

We don't want the user from Company A to see the other companies we support.

Make sense? I've done a search and browsed the forums high and low. I haven't really seen a MOD for this sort of request. I've thought about adding an additional drop-down box called Company, however I'd really like to prevent users from seeing what companies we support.

Thanks in advance!

ozkr

you can add a enterprise mandatory field in your new ticket client and staff form. (not a dropp down)

search in the forum how to add fields in osticket.

sknoll

Thanks ozkr

I had already done a thorough search and found this thread: http://osticket.com/forums/showthread.php?t=873(http://osticket.com/forums/showthread.php?t=873)

Is this the thread you were referring to?

I was going to add an additional field, but again I need to hide certain fields from other customers.

ozkr

you can create a combo box where the clients can select their company and when he/she select company A you show some fields.

cloudpointoh

I would just assume that everyone would be using their work sponsored email when placing a ticket. So you could write something to strip the @[deleted] from the email address and then associate it with the company's full name. For instance:

john.smith@cia.gov

It would then strip @[deleted] and then show in the ticket (wherever you tell it to):

Company: Central Intelligence Agency

Guy

I've been thinking about implementing something like this too.

Out of the box, osTicket restricts users to seeing only tickets that they have submitted. Is that adequate?

I'd guess that you'd want someone from the company to see all tickets submitted by the company (if you don't want everyone in the company to have access).

That leads to needing a table of companies linking to the tickets. Probably each company would need a user name/email and logon credentials for one (or more?) person to see all tickets tagged with that company.

Then you need to associate an incoming trouble ticket with the company. Domain name is an obvious choice if it is sufficient. Or maybe you need a list of email addresses and the company each is associated with? Probably another table here with ways to map email addresses to companies.

Then you would need filtering to allow access to all tickets in that company, either to all persons in the company or just to the manager(s).

osTicket doesn't have user accounts. That's another project if you think they are needed.

stech

if someone can come up with such solution to creating user accounts, one person for such company can view all tickets. now that would be an amazing complete solution