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It would be nice if people could be assigned to mulitple departments. Some of our support staff also work sales :)
Multiple Departments
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You can do so at the moment based on the group the staff member is assigned to.
12 days later
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It won't actually allow you to add a person. Each staff member is only allowed one department via selection and is listed as being in that department based on the selection made in staff section. It would be helpful if you can just check the boxes of the department that the staff member is involved in.
Thanks!
Have a great day!
Heather
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use their primary dept, and then give them access through the UG.
example: Chuck is both a sales member and a support member. we create his account under the Staff tab, by selecting Add New User.
we'll assign him to the sales department for his default access.
Next we'll create a Usergroup called "Support Too" and then check the box next to Support this will allow user in this group to have access to the Support dept. in addition to their 'home' department.
we then edit Chuck's account and add him to the Support Too usergroup
Chuck now has access to both Sales and Support tickets.
-22 days later
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Will Chuck now get notified of new tickets in both groups?
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I second the request for inbuilt support of staff being a member of more than one department.
For example, in my business we have the following departments:
Accounts
General
Technical
Design
Sales
Myself and my partner oversee all of the departments, with an administrator to help
As coded at the moment, I can only be a manager of one department, and my partner one other. This leaves the administrator as a manager of the third, and no manager for the other two departments.
I'm going to attempt to manually hack the database to see if I can fool the system into allowing an 'out of department' manager. If this doesn't work, I'm going to have to seriously reconsider my use of osTicket
Regards,
Ebonhand
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As an update to my hacking attempt, I edited the "ost_department" table using phpMyAdmin, and manually replaced the "manager_id" number of the department with the appropriate "staff_id" from the "ost_staff" table
The system seems to work properly, sending notifications to people as appropriate.
Perhaps a simple code-change that lists all staff when selecting the manager, rather than restricting it to staff that are part of the department would be an appropriate solution going forward?
Kind regards,
Ebonhand
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proposed patch
attached is a proposed patch against 1.6RC2 that allow every staff that have access to a dept to be manager of this dept, not only this particular dept members.
two versions of this patch availables :
v1 hide admins from the list of possible managers (in case you use the admin account only for application admin and doesn't use it for tickets management)
v2 shows admin because the have access to the dept
10 months later
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how do we download the .txt files? says they are pending approval. I would really like this then I don't have to waste our programmers time on modify the system to fix this.
3 months later
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I second the request for inbuilt support of staff being a member of more than one department.For example, in my business we have the following departments:
Accounts
General
Technical
Design
Sales
Myself and my partner oversee all of the departments, with an administrator to help
As coded at the moment, I can only be a manager of one department, and my partner one other. This leaves the administrator as a manager of the third, and no manager for the other two departments.
I'm going to attempt to manually hack the database to see if I can fool the system into allowing an 'out of department' manager. If this doesn't work, I'm going to have to seriously reconsider my use of osTicket
Regards,
Ebonhand
in the new 1.6rc4 I've made a really easy mod that allows you to get around this. you can find it (Here.)
As for the initial post in this thread, it still remains the easiest way to do it is through user groups. If I get time I'll look into doing a built-in version though. It would be a bit more user friendly I suppose.
7 months later
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You can do so at the moment based on the group the staff member is assigned to.
Thats work fine, but the staff members cant use the "Dept Signature"... :(
5 months later
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I also need multiple departments with one staff member
in the new 1.6rc4 I've made a really easy mod that allows you to get around this. you can find it (Here.)As for the initial post in this thread, it still remains the easiest way to do it is through user groups. If I get time I'll look into doing a built-in version though. It would be a bit more user friendly I suppose.
Thanks for your patch. It seems to have given me the needed capability to have a one-man shop (me) serve as admin/manager/staff for several departments.
3 years later
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Great, thanks! I am using this in a school and now we can have one manager for several departments (IT Support, Property Maintenance...).
9 years later
ntozier locked the discussion.