Hi all,We're software implementation company. There're technical team, developer team, consultant teams in our company.We found osticket is very easy to use so we choose to apply for Internal Helpdesk & Customer Support in the same Osticket system. So every internal staff also has an osticket user account besides staff account.For Internal Helpdesk, example of ticket: member from consultant team requests the developer team to develop more feature/fix the error in the softwareFor Customer support, example of ticket : client asks question, requests to resolve issuesConfiguration :Firstly, we're going to use osticket Departments for each company's teams but it will take times to transfer the department to correct the support department and then assign the ticket to staff. If we know exactly the staff in charge and assign the ticket, still have to change the ticket's department.So we configure to use Osticket teams for company's teams. There's 1 department "Support" and many teams with team leads. Each staff profile, we choose "Limit ticket access to ONLY assigned tickets".Situation :Staff A from consultant team requests Staff B from developer team to fix the error in the software, Staff A login as "Staff" and create the ticket, ticket user will be "User" A (because every staff has 1 staff account & 1 user account).Then we have problem :1. Team Lead of Developer Team couldn't see the ticket. Team Lead of Developer Team could see the ticket if it's assigned to "Developer Team" first, then assign to "Staff B" while actually no need in this case because Staff A know exactly Staff B is in-charge.2. When login as staff, staff A couldn't see the ticket that has just created because that ticket is raised by "User A", not "Staff A".3. Team Lead of staff A couldn't also see the ticketWhat we want :Company's Team Leads can see all tickets were assigned to their staffs and all tickets that their staffs (actually are users)  assigned to other teams/staffs.For some issues which maybe more than 2 teams need to check, we can allow other team members can see/post.We don't know how to setup to achieve that requirements, can you share your experiences, share your ideas how to configure that ?

There is no way to allow someone to see all tickets assigned to another individual.You would want to have the ticket assigned to a department, not a single staff member.Members of the same department, will be able to see all tickets assigned to their department.So the manager of that department would be able to log in, and see all the tickets in his/her department, as well as see who the ticket was assigned to (at the individual level).

Is there any customization (edit code/query) that we can do ?

I'm not sure I follow you, since I just told you how to work around your issue.  The ticket open list shows what is assigned to whom. The manager just needs to be able to see the open tickets.If that doesn't work for how you want to do it I can move this thread to the Mods and Customizations section of the forums.  Let me know. :)

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