Hi,

 

So, after a long battle to get my instance up and running I have now demo'd to users and they love osTicket (as do I), however, someone has thrown a spanner in the works and said that it needs to do the following in the following flow:

1. User puts in ticket request under certain category, let's say site access

2. User's manager is notified and has to "approve" the ticket

3. Ticket is approved and then drops into the ticket queue

I have racked my brain as to how this can work and keep coming up with blanks, I have seen somewhere that osTicket 2.0 is coming soon, although have no idea when, and it could be included in that release. Has anyone had this before and worked out a way to go around it?

 

A bit of an odd question but I am grateful in advance for any help provided

You could have all tickets get auto assigned to a specific department and only have a manager able to see them.  Then that manager could "approve the ticket" by transferring it to the proper department for processing, or close the ticket with a "ticket rejected" canned response.

Thanks for this, I thought that too, the main problem is there are 100+ managers, so being abel to push the ticket to the requestors manager would be easier. I can set it up so that the persons manager is with the user in the DB, but getting the ticket to auto push to there, then back to the stack once it has been done would appear to be impossible,

 

Would be great to have workflow ability in OST

a month later

Hi ntozier...Just wondering as treid mentioned, does osTicket have any plans to do workflow approval?Cheers.

Workflow approval? Not that I know of.  Custom Work flows yes.

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