Department limitations

cappiello

This is probably a strange request, but I am trying to allow my reps to have access to about 100 departments. The reason I have so many departments is so we can send a specific autoresponder to a customer, depending on which form they fill out of our site. By using a large variety of autoresponses, we are able to offer customers quick, meaningful responses, based on the type of inquiry, which gives them a sense of much faster support than normally possible. We've had this system set up for over a year and it is working wonderful, but now we are trying to outsource our customer service to an assistent.

Osticket is limiting my reps to 65 departments. Only an admin can have access to all the departments. So we are hoping to tweak something that would allow a non-admin user to have access to more than 65 departments. Does anyone know where I can change this number? Because currently the only way I can allow access to all departments is to make the user an admin. Which is no so good when hiring new a new rep.

scottro

This is more of an educated guess than a solution but here's what I'm seeing:

In the database table ost_groups the dept_access field is set to varchar(255). What may be happening is that because you have so many departments that field is actually needing more space than 255 characters. You could try changing that field to "text" instead and see if that solves your problem. Make sure and do a backup of your database before you go mucking with it though, I take no responsibility in any potentially lost data. (Changing it from varchar(255) SHOULDN'T have any negative effect but you never know).

The system is expecting to see a shorter list here like this:

9,6,8,5,13,10,1,12,3,4,11

and you are probably giving it something more like this:

1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23,24,25,26,27,28,29,30,31,32,33,34,35,36,37,38,39,40,41,42,43,44,45,46,47,48,49,50,51,52,53,54,55,56,57,58,59,60,61,62,63,64,65,66,67,68,69,70,71,72,73,74,75,76,77,78,79,80,81,82,83,84,85,86,87,88,89,90,91,92,93,94,95,96,97,98,99,100

Which it can't handle, so it truncates the input to 255 characters (which in your case is probably the 65 depts).

cappiello

Worked!

This worked great! Thanks so much!