Organisations and collaborators

mdspencer

Hi. I am very new to OSTicket and it seems to be working well for me at present. I have used the forum to try to gain an understanding of how I can set up OSTicket so that individuals within organisations I work for can see tickets on the web interface so long as they belong to the organisation. From what I can see, collaborators are used.However, with all users being automatically added as collaborators, it leads to them all receiving email notifications as the tickets are updated, even if they have not actively posted on the ticket.Is there a way of setting the system so that only active collaborators are notified? Alternatively, is there setting that enables users seeing all tickets for an organisation without them being set as collaborators?Many thanks.

ntozier

Q: how I can set up OSTicket so that individuals within organisations I

work for can see tickets on the web interface so long as they belong to

the organisation.A: I have not personally played with this feature much but It is must understanding thats the whole point of Organizations. Go to Staff Panel -> Users -> Organizations -> click on the Organization -> Click on SEttings Tab -> Under Automated Collaboration select the tick box to the right of Organization Members.

mdspencer

Thanks for your response. However, the web interface only appears to show tickets for the individual, not for the organisation to which they are linked, unless they are a collaborator.When a new ticket is created, all users set to be automatic collaborators receive notification emails, even if they have not posted a comment on the ticket. It is this that I want to avoid.So, I think my question remains unanswered. Perhaps I was not very clear in my initial request. Is there a way of allowing users to see tickets for their organisation without making them collaborators on a ticket? It is not necessary for them to receive email updates for every ticket generated but they do need to view tickets for the organisation when using the web interface. I think the answer to my question is "no", but I think it would be useful to have organisation privileges against a user:1. Can view tickets for other users in organisation.2. Can update tickets for other users in organisation.3. Can remove tickets for other users in organisation.4. Receive copies of updates to tickets in organisation.This would offer a finer level of control than exists at present.

Chefkeks

Let me opt in here:Q: Is there a way of allowing users to see tickets for their organisation without making them collaborators on a ticket?A: NO. Unfortunately that is not possible.Beside that, at the moment there is no permission management at the organization or collaborator level. There would only be one possibility, which is kinda risky since all agents need to keep it in mind every time they answer a ticket: Just disable the collaborators for the email reply / update, so only the ticket owner is informed about updates: blank