I have successfully installed OSTicket onto my server. Maybe I'm not seeing it - I'm probably using it wrong - but here is what I'd like to accomplish with the software. Is this possible / feasible, or do I need to try another solution?
- Dispatcher receives notification of an issue. They manually create an incident report (ticket) in the computer.
- When creating the ticket, they should be able to pick from a list of categories. In my field, it would be things like Trespasser, Accident, Equipment Problem, Mechanical Issue.
- Based upon which category they choose, I would like a notification email to be sent to a specific person (or persons) via email. Low-priority items would get sent to a few people, and high-priority items would be sent to many.
- I would like to have people notified about low-priority items by receiving a summary (full copy) of the ticket after it is closed.
- I would like to notify people of high-priority items immediately after the ticket is created. If the email gives them a tracking number that they can use to READ (not modify) the ticket, that would be great! After the initial notification, I don't care if they receive periodic updates or not for each additional update. If they are given a URL to follow it, that's fine. If that's not possible, I'd like them to receive updates as notes are added to the ticket.
- All the dispatchers need to be able to view the same tickets. I am guessing that they all just need to be in the same group.
- At the end of the day, I would like to generate a report that includes detailed information (entire text) of all that day's tickets, that can be sent to management for review.
For notifying MANY people, I can create mailing list aliases on my mail server, so that I only have to use a single address in OSTicket.
That's ALL I want to be able to do! Is all that possible? If so, how? I'm willing to do my own homework, but I've been searching all day for this and want to see if any of you all know if it will work.
