So i just setup osticket and love it. School environment. This is being use just for technology support. I have 5 buildings. My objective is to have a user (teacher) submit a ticket and than I (helpdesk) recieve it and deal with it. Now, the principals in each of the five buildings want a copy of the ticket submitted and want a copy when it closes.A couple of ideas i have tried... setup a department (helpdesk for each building). So five departments, setup each principal as a staff member on a building admin team in the overseer group and assigned to their helpdesk for their building. This is only so they know what is going on. They will not actually deal with the tickets in their building. Problem: i created helptopics and assigned them to the support department. But you can only assign one topic to one department. Also, i created a custom field called building to select the buidling of their choice when they submit a ticket. Problem: Ticket filter will not allow me to see the building custom field in the match criteria so I can auto assign the ticket.Any ideas or direction.Thanks a bunch

Did you add the custom field to the ticket details built in form?If so you can in Manage -> Ticket Filters -> your filter -> Filter Rules you can select that field.

I agree with Neil. Sounds like you should add a "Location" or "Building" field to the ticket details form. Then you can use the filters to assign the tickets to departments or teams based on the value of the "Building" field. Then, if the principals are department managers or team leads, you can configure email alerts in the "Alerts and Notices" section of Admin Panel -> Settings.Cheers,

Thank you both for commenting. I used osticket last year and I have set it up again in a different position and I love the improvements. I added the custom field to contact info and it was not in filter rules. I followed your instructions and added it to ticket details and it appeared. I have the principal added as a staff member on a "Central School Admin" team assigned to the overseers group under the support department. I than set up a filter to filter any ticket that comes in with "Central" as the building to be auto assigned to "central admin". It did not work. No email. What is the "target". Im not clear what that should be set as. Do i not have the filter set up right or do i also need to do alert and notcies.thanks for your help.

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