v1.9.4 : I want all users to be able to view/edit all tickets irrespective of who created them

sf395

Hello,I am having trouble authenticating users who have logged onto our own Customer Portal using the user names they are given for our Customer Portal. I will continue looking into this. The HTTP-passthru plugin was suggested but I can't work out how to configure it - I don't find the comments in the post http://forum.osticket.com/d/discussion//http-passthru#latest very clear.In the meantime a simple solution for us would be to allow all users to have access to all tickets for both viewing and editing and for us to perform the validation about who can see/edit which tickets ourselves. Is it possible for all users to have access to all tickets as described.For example, all of our Customer Portal users will be allocated to one or more customers, each of which may have one or more osTickets assigned to them We maintain a customer field in the ost_ticket table that matches exactly the customer in our Portal database. It is therefore very simple to filter tickets by company when displaying them to users.I hope that this request is clear.sf395

sf395

I'm sorry if the above comment appears negative and a bit rude. I didn't intend it to be that way. osTicket is an excellent product and the help offered in these forums is invaluable. I suppose it's just that the trouble with an open-source product is that every one wants to implement functionality that may not have been intended. In addition, I want to implement stuff that requires the very minimum of code changes so that upgrading in the future is as straightforward as possible.

sf395

When I say the auth-passthru instructions are not very clear what I mostly mean is the bit that says: You create an osTicket user / staff account by typing in the username

from the AD/LDAP user in the field "username" - in osTicket should now

appear a dropdown list with all usernames matching the search of ldap

users - select the username you like to add and the info like "username"

"firstname" "lastname" etc. should be pulled automatically from ldap.

As auth backend select "any backend".where is the field username? where is the dropdown in osTicket?

ntozier

The only way to allow users to see other users tickets is to add them to an organization. But I think that perhaps your confusing your terms. Users are non-staff members looking for support. Agents are staff. You can pretty easily make all staff have the ability to see and edit all tickets by changing their department access.Q: where is the field username? where is the dropdown in osTicket?A: The drop down appears automagically when you start typing (see image below) blank In this case I am adding an Agent account named n.test (AD user), as you can see the pop up drop down only has one name in it... but there would be more based on the users in your AD and the shorter the pattern.

sf395

Hello,I do mean non-staff members looking for support: I'm quite happy dealing with "Agents". We have a customer portal which our customers log onto. Currently (osTicket 1.6ST) we can "fake" an osTicket client session using session information from our Customer Portal. I'm having difficulty doing this in 1.9.4.I'm trying to get the auth-passthru plugin working but this will only work if a user (customer) is an osTicket user. In 1.6ST there are no distinct users, or rather, the user's name & email is stored in each ost_ticket entry.