Hi I am using osTicket v1.10.1 and setup multiple departments it works great, tickets are showing fine based on assigned department, I have created new SLA for each department and templates tooThe only thing so far I am lacking following:Limit the Help Topic by deparmental bases    example: if IT dept selected it should only list Help Topic for that departmentLimit Agent by departmental bases   example: only list Agents of IT department, not all Agentsoptional if possible to limit FaQ's departmental bases tooany help would be greatServer InformationosTicket Version v1.10.1 (9ae093d) —  Up to dateWeb Server Software ApacheMySQL Version 5.7.22PHP Version 7.0.30-0ubuntu0.16.04.1

"The only thing so far I am lacking following:Limit the Help Topic by deparmental bases    example: if IT dept selected it should only list Help Topic for that department"This is backwards from how osTicket is Organized.  Help Topics select the department, not the other way around.

ok, that does make sense, so I am setting up something like this to limit big list across dept. which will work fineIT: Topic1 (This would be public)         Subtopic (this would be list items)HR: Topic1 (This would be public)         Subtopic (this would be list items)etc.. for another dept.Issues, I see is on the Dashboard, only will show Topic1, not the list items (sub menus of topics)  is there a way to add that on to dashboard?Thank you for your help in advance

I dont really use the dashbaord so I won't be much help in that.  Yes its possible, but you would have to edit the php files to make it happen.We use @[deleted] Report Plugin at software-mods that might serve your purposes.  It is not free however.

Ntozier,    I was able to create the Customs form and working fine when creating new ticket, but when new ticket comes in which default no Topic, so when edited as an Agent, Help Topic (made it required for Agent) it allows me to select the Topic, but does not display subtopic (which is list of the custom form) any idea what's missing?If you create new ticket it gives you the option to select the subtopic:/scp/tickets.php?a=openWorks fine when create new ticket using Custom List (from custom Form)IT: Topic1 (This would be public)         Subtopic (this would be list items)when editing any ticket it only gives the option to select Toplevel TopicDoes not show up Custom List (from custom Form):/scp/tickets.php?id=TicketNumber=editThanks

You would need to add the form to the ticket since the ticket was created via email and with out the form.

I tried adding to Ticket Details, then it shows up with every ticket, does not matter if selected Custom form or notmaybe I am not adding it right place?

If you want the exact same information on every ticket, add it to Ticket Details.If you want it to be Help Topic Specific, add it via the Help Topic, and any email created via email will need to have an agent add the form and populate the data.

where do I add "an agent add the form and populate the data"On the Agent editing ticket form where I need to have Specific Help Topic populate data/scp/tickets.php?id=11118&a=edit

View ticket.Click on the Gear (which is more)Click Manage Forms.pick the form you want to add.  click Add.Click Save.Edit the ticket, the form will be there.populate the data.

Ok, I just tried that work per ticket basesIs there a way to do it automatically (add it once and it shows up each time same Custom form selected) so Agent doesn't have to add form then edit ticket for each custom form?Thanks

Yes, Open the ticket with the UI.Via Email?  no.It's why internally where I work we tell people to use the site to open a ticket

yap, we use mostly via email only Agents are using UIwill train Agent on how to useThank you

2 months later

Hello,I configured the system and limited the help topics by organization and / or users and so far it has not caused any problems.You just have to add the option of limitation to the help topic and in the options place if it is per user or organization, create the organization and add the users.blank

@[deleted]0r14 please start your own thread.

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