Statuses, Due Date's, Traffic Lights and Column's

dwillard

I'm fairly new to osTicket as been looking for a free based ticketing system that suits us as an educational establishment to replace our current system. I have it running on a synology box updated to the latest v1.9.8 with the Active Directory plugins all working well.Coming from a few ticketing systems I have used and trialled there are a few features I was wondering if they could be worked into or modded into the system.Status of On Hold & Awaiting Customer Reply - its quite often when working on a ticket I would either want to stop a tickets SLA timer, either as I am waiting for a 3rd Party Repair (On Hold Status) or I have sent the end user a query and awaiting a reply (Status of Awaiting Customer Reply)Due Date's I have not read up fully on this but does this apply to SLA's I mean is it set based on the SLA? or separate? can both of these be shown in a column on the open and closed ticket views.is it possible to create custom views other than the default open and closed ones?Can items in columns be colour coded based on there due date or SLA timer? (green normal, amber due or SLA expiring within 24 hours, red overdue)Cheers.

ntozier

1. you can add custom status.2. they are separate.3. not yet, but that's coming soon.4. You could probably implement that at the css level. I recall other people posting similar thread to this question.

dwillard

1. you can add custom status.

2. they are separate.

3. not yet, but that's coming soon.

4. You could probably implement that at the css level. I recall other people posting similar thread to this question.

Cheers, I figured I can add custom status but they have no effect on the SLA timers? is this correct, if so they are kind of pointless and only a visual aid.

ntozier

correct.

dwillard

you can close this, I think to be honest in it's present state in our environment I wont be able to use it how I want and as I am not a programmer\coder it makes it harder, ill keep testing it i'm now waiting on 1.10 stable release as there are a lot of new features in there that look good.