shared tickets

EOHSupport

is it possible to have users from the same organisation be able to see and update each others tickets.we are using 1.9.4I do see in the manage organisation > setting page a setting Automated Collaboration:Primary Contacts: Add to all tickets from this organizationOrganization Members: Add to all tickets from this organizationWhat does this do ?Regards,Johnny B

ntozier

You should upgrade to 1.9.7.Those features add people as collaborators to the tickets for the organization.

EOHSupport

Ok thanks for that but what is the role of a collaborator ?Can collaborators update other users (in the same organisations) tickets ?Regards,JohnnyB

Chefkeks

Jared, one of the developers, describes it over at github really good - here's a quote:

"Collaborators

A Collaborator an End Users in addition to the ticket owner who is included on responses and communication in a ticket. Collaborators can be added or removed at any time in the life cycle of a ticket. Collaborators can respond in and contribute to the issue of the ticket"

Source:

https://github.com/osTicket/osTicket-1.8/wiki/Who-Are-The-Users

EOHSupport

I am having trouble working out how to set a user as a collaborator. I have ticked both of the following and thought this would make all users collaborators for tickets for this organisation.Automated Collaboration:Primary Contacts: Add to all tickets from this organizationOrganization Members: Add to all tickets from this organizationAny direction on how to do this would be very helpfulRegardsJohnnyB

Chefkeks

These options only apply to NEW ticket, but not to existing tickets ;)So for existing ticket you'll have to add the collaborators manually per ticket at the ticket details page via the CC (Add collaborator) option (at the "post a reply" tab).

EOHSupport

Brilliant thanks for this. I have tested it and it works just as you say. All new tickets are now shared with other users of the same organisation.Existing tickets can now be set in the same way by setting the CC ThanksJohnny B