NewSetup - Help! - osTicket Forum

NewSetup - Help!

DavidR450

Hi all,

I am setting up a new installation of osTicket, to assess the usefulness of it in my company. We will not be using it as an IT Trouble Ticketing system, but rather as a way to receive email requests from clients, and assign them to the appropriate people.

I need to ask 3 simple questions (although there may be more later!)

First, We receive all emails that is used in different departments at one email address. There are good reasons for this, but I see that if I want to transfer a ticket from the "General" Department to the "Accounts" department, I need to enter a comment. Is there a way to disable this requirement. It would be better for me to simply see, in a ticket assigned to me, that I have been sent a ticket by user "X" (since as a company we receive 200-400 emails daily depending on the time of year, forcing a comment on each of these routine "this is fir you" assignments seems a waste of time)

Second, is there a way to theme/skin osTicket. More than simply the colours, but I would like to change the layout somewhat. Can different users have different skins? I'd also like to have a visual way to identify open and closed tickets (light gray for closed, Green for open, Red for overdue). Bear in mind that this is for internal use only. I am not going to publish the osTicket access to our customers - all interaction with them will be via email.

Third, I need the ability to separate out the "departments" queues. I'd like the ability to have "Accounts", "MK queries", "CTL Queries", "EDS Queries" etc as separate tabs/links at the top. Of course a "My unanswered queue" would be useful as well, but as a manager, I'd really prefer to be able to see how many open tickets there are in each queue I manage, so that I can follow up with the relevant staff.

Thanks in advance...

Oh, and I'm using osTicket 1.6.0 on a DreamHost hosting server running Linux, Apache, PHP 5.3 (I think) and MySQL.

David Russell

scottro

1) Yes, there is a section in the code that refers to something like 'required'=>1 for this particular task, you can just change it to 0. I'll find it and post back.

2) There have been a couple of skins made in the past but people never seem to keep them up for long (if at all). My company, 120 Productions, is going to be making skins available in the future. I started one but haven't had time to return to it yet. I expect there will be at least 1-2 released by the end of the year for probably $10-$15 each. I'm still working on the details of this and how to make it easily changeable without having to do anything but add new stylesheets and not need to edit any files, etc.

3) That sounds like you'll need a custom modification (MOD) made. Otherwise you can sort by the department or just do an advanced search and list the tickets for each different department via the search. There are several people on the forums that do modifications for free (harder to find those any more) or for pay. You can contact the developer of osTicket (Peter) for a quote (http://osticket.com/support/contact.php(http://osticket.com/support/contact.php)), otherwise you can also contact companies like 120 Productions (My company - support@120productions.com) for assistance and quotes. Right now I would suggest first contacting Peter as he is (obviously) the most familiar with the software. Barring that I would then suggest my company or looking around the forums for someone to assist (Masino Sinaga is also very good but I don't know his availability right now).

I'll find that first bit of code for #1 and get back to you shortly.

Cheers,

Scott

scottro

scp/tickets.php

find case 'transfer' and change the following 1 to a 0:

$fields = array('type'=>'text', 'required'=>1, 'error'=>'Note/Message required');

scottro

For full details on #1 see the following post on my personal website:

http://sudobash.net/osticket-transferassign-with-no-comment(http://sudobash.net/osticket-transferassign-with-no-comment)

TheAudioPimp

I can vouch for Scott for all your OSTICKET mods, he will help you out, and get what you need done!