I looked around the forum and couldn't find this feature. I mostly use OSTicket for managing IT cases. When I'm done with the case, I'd like to tag the ticket with something like Invoice Needed. This would let our admin personal know that this customer needs to be invoiced. After the customer pays, they can mark it as Invoice Paid. Desk.com (where I came from) has a featured called 'Labels' that we used to accomplish this. We could then click to see all the tickets based on their label.
There is currently no labeling feature in osTicket... but Jared, one of the developers, told me a workaround to label tickets:- Create a custom list with all labels you need (Invoice Needed, Invoice Paid, etc.)- Assign the custom list either manually to each ticket (via the "Manage Forms" popup under the "More" button" or add the custom list to each ticket automatically by attaching it to the ticket details form (Admin Panel -> Manage -> Forms -> Ticket details) and make sure to make it "internal, optional" (visibility) so only agents see it.Then easily edit a ticket and you can select one or multiple labels (based on how you configure it) that shall be assigned to tickets.Or you could create new statuses (Admin Panel -> Manage -> Lists -> ticket statuses) and use them to mark a ticket.So the feature is not there yet, but there are several ways to get around even without it ;)
I have wanted a tag/label feature for about a year and a half. Today I discovered the workaround by creating new statuses. This is almost perfect. What would really help is if I had the option to choose a color or icon for each status.
The more I consider this, it really would be better to be able to add/edit flags, because we need the tickets to remain in "Open" status. That way we could see all open tickets at once, but at a glance know which ones have been flagged.
The custom status "Invoice" can be assigned to OPEN as well. Any custom status, should be linked to OPEN or CLOSED, using the settings-button, after creation of the status. If you choose OPEN, then it will remain open. The Administration department can then Assign it to a new status CLOSED, or even custom status"Invoiced" which could be linked to CLOSED.
Thanks for the input guys, I think this will do the trick. Sorry for not responding but I didn't get notified that there were comments even though I selected to be notified. I'll have to check my spam folder.
Hey guys, I know this post is old but I'm trying to add one last piece to the puzzle that will simplify the workflow.I want the ticket to be auto assigned based on it's status so I setup a custom status called Invoice Needed. I set a filter to look for status that are equal to this. However, when I change a ticket to Invoice Needed, it doesn't auto assign the ticket. Any ideas? Here are my settings:
What happens if you change it to Contains?
That was the second thing I tried but no go. I'm a little confused about how it says Ticket / Ticket Status. I thought may Ticket means the ticket number so I put * / Invoice Needed. Thinking that the Ticket/ mean a ticket number etc. But no, it doesn't I guess.
I haven't needed to play with ticket filters that much so I'm probably less then helpful in this matter, but Ticket/ means information from the Ticket Details (form).
Bummer. Seems like it should be pretty easy to setup a auto assignment based on ticket status. Anybody else have any ideas?
Hi, found this very old discussion trying to solve a similar problem and well... maybe you could help me.
, I’m trying to implement some kind of flags o labels in order that some charateristics of any special cases could be seen at first sight on the ticket queues.
I’ve followed the idea of the custom lists with multiple selection (because It's needed to see them all at once) wich seemed (not the best but) a good way to override the need, but I have not been successful as, once I had the ticket view customized with an extra column, the column field retrieves only one of the selected options of the custom list instead of all of them.
I’m running v1.14.1 on a Debian system.
Custom list definition:
Custom field definition on ticket-details form:
Custom multiple selection already done on the ticket:
Custom Queue “Open” customized with the new column:
Result with only one of the selected items:
As seen in the code, only one value is being retrieved:
If in addition there would be any way to colourize any ítem individually, that woud be heaven! But step by step, first of all it woud be enough by being able to see all the flags in the field.
Would be really thankfull if anyone could help.
