offline ticket support.

bDarmesh3

Here I want to know if we have 2 shift general shift and night shift
General Shift 8 AM to 8 PM
night shift 8 PM to 8 AM

we have setup ticket system for a General shift, if anyone sends mail to ticket it will generate a ticket. but anyone sent mail in night shift hours we have to add one more id for a new ticket. how I can set.

can anyone help me with this?

Thanks in advance

ramrajone

bDarmesh3
What you mean by "we have to add one more id for a new ticket"? Can you give an example

Also give an osTicket version, PHP version, and web server info

bDarmesh3

ramrajone

Hi,

I want to add nightshift engineer so that engineer will get the only ticket for that period only (eg. form 8PM to 8 AM).

please find attached find for osticket version info.

ramrajone

bDarmesh3
if this is production, you should use stable version 1.10.4

I am not sure, but you will need to use some kind of ticket filter rules to get what you trying to do.
if Agents are in the same department and has rights, they should be able to see open tickets and reply to it, which should assign the ticket to that agent.

ntozier

For starters I do not recommend running a Release Candidate in production.

That being said I do not know of a way to route tickets between two different groups of people -or- change the ticket number schema based on the local server time.