Current Scenario (Help)

lhredmon

Hi all, my company and I are new to Os ticket and any ticketing software, I want to describe my scenario and see if anyone believes we can attain most of our tasks with Os ticket. We currently have a couple hundred devices out in the field that we monitor remotely for our clients and we are looking to track and ticket our issues with these machines whether we see it or our client does. We can to be able to select a device (like from a drop down menu that we have customly added beforehand) and select the server that it currently is running on (added beforehand), when creating a ticket and then be able to describe the issue within the ticket and do monthly reports of each specific device and or on a larger scale the server to find patterns so we can try to fix them for future use. Please let me know if this sounds do able by Osticket software.

ntozier

The only thing that I see that might be an issue is " and do monthly reports of each specific device and or on a larger scale

the server to find patterns so we can try to fix them for future use."The Dashboard (reports) in osTicket is pretty out dated and is slated to be revamped. We use @[deleted] Reports Mod for our reporting needs here. http://www.sudobash.net/osticket-reports-6-0-osticket-release-1-7/We use a monitoring software that emails the ticket system so that it automatically opens ticks for some devices, webpages, and servers when they have issues.

lhredmon

Awesome that sounds good to me, and so there is a way when creating a ticket to have drop down menu to be able to select the device and or server that is having the issue, and where would I go about adding those custom devices to be able to select them later when creating a ticket?

ntozier

You would make a custom list (admin panel -> manage -> lists) and then add it to Ticket Details (admin panel -> manage -> forms -> ticket details.

lhredmon

Thank you this has greatly help me set up our account, Just curious are there any video tutorials that give you a good basic over view of everything you can do internally with this software? Also is user directory for Clients or do I have to make user accounts for my agents as well or can my agents submit tickets, we will primarily be submitting these tickets internally just my staff not our actual clients.

ntozier

Q: are there any video tutorials that give you a good basic over view of everything you can do internally with this software?A: Not that I know of, but thats a really god idea.Q: Also is user directory for Clients or do I have to make user accounts for my agents as well or can my agents submit tickets, we will primarily be submitting these tickets internally just my staff not our actual clients.A: Users are clients. Agents can open a ticket for anyone else. You can setup user accounts for agents. I try to avoid it personally, but it can be done.

Grizly

Users are external, agents are your staff and login to the scp. Agents need an account setup.