WorkFlow Aproval

spessotjuan

Hi! I want to know if i can make a workflow for aproval tickets. For example, a common user want to have permission to see a shared mailbox, so his boss must aprove this requirement.
His boss must be an agent? How can i set up this flow?
mi enviroment:
PHP 5.6.31
Maria DB
IIS 10

thanks a lot!!

ntozier

This is not a feature in osTicket at this time.

The only ways that I can think of do do this:

change who owns the ticket to the manager.
Update the ticket asking.
When they response back yes or no
change the ticket owner back to the original person

give the boss an agent account.
transfer/assign the ticket to the boss.
Let the boss answer it.
assign it back to the original department/agent.

spessotjuan

ntozier Great!
How can a get the best comunication between manager/boss and IT sector? I want to create a new department (for example "Financial" with one manager and two boss can recieve the alert of a new ticket, but if i set the manager as ADMINISTRATOR, he will be the only one who can see the alert of a new ticket

spessotjuan

ntozier Hi!
I created some departments of Bosses to make the aprovals, but i want to know i can make some changes at this point, if one common user belong to "FINANTIAL" area for example, and the ticket that he create needs an aproval, i want to know if this ticket can automatically goes to the department of aproval of finantial bosses. other example, if i belong to "DEVELOPEMENT" area, and i create a ticket for aproval, i want automatically redirect the ticket to the department of developement bosses.
Can i do it?
Regards

ntozier

The only way tha tI can think of to get two people to get admin alerts for a department would be to create an email mailing list (group) and have the two people be members. You would need to make an agent account and add the email address as that accounts email. Then add that account as the manager for the department. Of course then when the two managers log into their accounts... they would not be the department manager. But they would still be able to see the tickets assigned to their department, updated, and transfer, etc.

spessotjuan

ntozier GREAT IDEA!!!

ntozier

You should be able to make a ticket in any queue, but you would not be able to see it since you created it in a department you do not have access to.