Rough Requirements .. without screenshots
Background:
ClosingCorp uses a help desk ticketing system for internal and external clients to submit any issues with the systems or services provided by ClosingCorp. Some customizations are needed in order to more accurately report on customer service objectives.
Objective:
Add some customization to osTicket, the open source help desk ticketing system used by ClosingCorp in order to report on responsiveness. The objective is also to add some minor feature enhancements to improve usability.
Scope:
1. Add an attribute to each ticket called ‘Stage’
This should be a drop down menu with the following options available:
a. ‘New’ (any new ticket should have a status of new- default when created)
c. ‘Customer Contacted-In Progress’
d. ‘Closed- Can’t reproduce’
e. ‘Closed- Resolved’
2. Make the department change when the ticket is assigned to a person in that department. Stage should remain in 'New' stage
3. Attach a file to a ‘Post Internal Note’ tab- just like it is on ‘Post Reply’
4. In each list view, be able to sort by ‘From’
5. Add Stage to the list view and be able to sort by it- See screen shot from #4 above- should be an additional column
