Hi,
I'm trialling osTicket 1.10 with a view to moving to the cloud hosted version if it meets our requirements. We have an AD setup which I'd like to use for authentication which will allow users to login and submit tickets. From a staff perspective we have each staff member assigned to a specific "department". Ideally I'd like to have one form (lets say request for service form) where the user completes the form and the system know the user is based in DepartmentA based on Active Directory. I've explored using teams, departments, ticket filters but with no success. I've tried adding a custom form to the help topic allowing the user to select their department but again, no success. My workaround to this would be to have lots of help topics called "Request for Service DepartmentA, Request for service DepartmentB and so on and have these forms auto assign to the correct department.
Is this the easiest way to achive this?
Secondly (I know I'm pushing my luck) - I'd like the staff to be assigned to their own department, but have visibility of every other department (in the event someone is off ill or on leave). I know this can be done by "Extended Access" on the agent panel. Essentially in an ideal world they would have one page which shows them their departments requests, and another page or list which shows every departments requests.
Thanks for taking the time to read my queries.
Kindest regards