I'm trying to get started with OSTicket 1.8.1.1 on a Linux/Apache Shared Hosting Environment (BaptistHost.net). Here's how I want to set it up:When a person goes to create a support ticket, in addition to the normal stuff (Name, Email, description of issue, etc.), I want to have three different sets of options available, preferably each that change when someone selects a different option from a drop-down menu:So for example, when someone selects type of issue from a drop down menu, there would be three custom types: Type A, Type B, Type C.When a person selects Type A from the menu, some additional fields are added automatically to the form relevant to that type. If someone selects Type B instead, a different set of additional fields are added to the form relevant to that type, etc.I then also want to set it up so that all the Type A forms are assigned and go only to one department, and all the Type B forms to another department, etc.How can we properly set that up? Additionally, I need to ensure that the departments that are assigned these tickets get email notifications in their inboxes of these tickets. Also, it'd be good if these people can respond to the tickets all through their email systems without having to login to OSTicket (just login once a day to close all the tickets). That way people can respond to these when on their mobile devices via email.Also, do we need to roll any CRON jobs for OSTicket?Thanks a bunch for any info you can provide!

Q: How can we properly set that up? A: Additional fields can be tied to help topic. If you select topic A fields 1, 2, 3 can show up. Or if you select topic B maybe no additional fields show up. Additionally help topics have a department selection. You would set this up by carefully planning your help topics.  Then going to admin panel -> manage -> forms -> and adding your custom forms.  Then going back to help topics editing it and selecting the custom form and setting your department. Repeat this process for each help topic.Q: Also, do we need to roll any CRON jobs for OSTicket?A: That depends on if your using piping or POP/IMAP.  If you are using POP/IMAP then yes.See the wiki for more information on this:http://osticket.com/wiki/POP3/IMAP_Settings

That's working well with the Help Topics. Got one setup now. I'll switch on the rest soon. That's doing exactly what I want it to.

I'm getting email notifications, so I guess I don't need to tweak my settings or roll a CRON job.

I do have a question though. The notifications I get just say I have new messages and ask me to login to OSTicket to respond to the ticket. Is there anyway to see the entire message in the notification, as well as respond to the tickets through email? That way our support team could respond to these on their mobile devices without having to login to the case manager and just login once a day and close all the solved cases.

Thanks!

Q: The notifications I get just say I have new messages and ask me to login

to OSTicket to respond to the ticket. Is there anyway to see the entire

message in the notification, as well as respond to the tickets through

email?A: It sounds like you are seeing the new ticket alerts for clients.  Are you opening the ticket using your email address?  The new ticket alerts for staff include the body of the ticket.

I thought I was. Let me create a new ticket again and see what happens.

Just tested and only getting From and the Subject. None of the other form info is coming through in the message body.

You should check your template then.  I may have altered mine.Admin panel -> Emails -> Templates -> Your templates -> Staff -> New Ticket AlertMake sure that %{message} is present in the template.

I just checked and it is there, but it doesn't display the message or any custom form info when submitting a ticket. Strange.

It wont display any custom form information unless you put it in the template.

OK sounds good. How do I do that? And how do I get the body of the message to show since it's got %(message) in the template but still not coming up?

Add the variables to your template(s).%{ticket.variable}Where variable is your variable.My new ticket alert looks like this:Hi %{recipient}, New ticket #%{ticket.number} created From: %{ticket.name} <%{ticket.email}> Department: %{ticket.dept.name} Subject: %{ticket.subject} Agency: %{ticket.agency} Phone: %{ticket.phone} %{message} To view or respond to the ticket, please login to the support ticket system Your friendly Customer Support System Agency is a custom field that I added to my ticket details.

Thanks for the info! Here's a custom form. How would I do that?blank

I believe that you would add those three variables to the built in Ticket Details form.And make sure that the variable column (far right) is populated.  Then do:%{ticket.variable}

a month later

Sorry it's taken me so long to respond. Thanks for all the information. One of my web techs are taking over the OS Ticket instance and will work on all of this. Thanks again!

Very welcome.   Please let us know if you have any further questions.

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