New Ticket Policy

GWN_JASON

I was looking through the forum and I didn't find a mod or add-on for what I would like to change to the ticketing system.

Basically, I would like to have a policy that prevents techs from opening new tickets without first completing/closing old tickets first. Also, perhaps someone can think of a way to prevent techs from assigning tickets to other techs after the maximum # of tickets assigned to that tech is reached.

Although I have tried other methods to achieve what I am talking about, this solution may be the best for me.

Any help would be greatly appreciated.

GWN_JASON

Just to clear up any confusion. I want techs to only be able to create new tickets only after old tickets have been closed.

For example: if each tech is limited to 5 open tickets, they must close 1 ticket in order to open up another ticket. If the tech tries to create a new ticket after exceeding the maximum number of tickets he/she should get an error saying something like, "The maximum number of open tickets has been reached, please close a completed ticket".

Thanks a lot!!!

teryakisan

Done! ;)

This functionality is already built into OSTicket on the client end, and the number of tickets is configurable. The system will only accept the configured number of tickets from any single email address. Have your staff open tickets from the client end and only use their own email address. Simple solution, no code required.

GWN_JASON

Hmmm....

Well I have done that but the client end would still have to be configured in order for the techs to input internal notes and close the ticket. Although the client end does solve part of the issue concerning limiting open tickets, it doesn't completely solve the issue with forcing techs to complete tickets.

Appreciate your help!