We have agents that respond to tickets from our clients. These agents also need to log tickets against our internal IT department to request software updates, installations, web filter changes etc. In the "Manage Agent" "Access" tab I've set only the "primary department" of the client support agents to be "development" which is where the client requests get created. If they log a call for "IT Support" dept then they no longer see their own ticket in the queue. If I set their "Extended Access" department to "IT Support" "Basic access role" then they can see their tickets but also tickets others have logged with "IT Support"

Is there a way of agents being able to see their own department calls and any calls they have logged against other departments (but only the ones they've logged themselves)?

Tickets belong to Users.
That is to say Agents do not have tickets. They do have tickets that they have access to see (which is controlled by Departments, Teams, and Ticket Assignment).

Once a ticket is opened (by an Agent) it creates a User account for the agent. In your scenario the agent would have to log into the User side of osTicket to see "their" Ticket.

10 months later

We often create tickets as agents for another agents in different team/department, so I implemented described behavior. I can share my code for anyone interested. I had to add just 5 lines of code.

    a year later

    Miroslav Yes we will be very grateful if you share the code, because this "tickets belong to Users" is obviously not what reality shows. My email is yperano@gmail.com

        yperano this "tickets belong to Users" is obviously not what reality shows.

        Sure it is. The Agent is logged in as an Agent. They have access to the tickets in Departments and Teams that they have access to.

        If they want to see tickets that they created for themselves they would have to log in as a User, not an Agent.

          The whole problem is that osTicket is organised by Departments. This is not flexible at all.
          One problem may be complex - it may include multiple departments.
          What if a company has 1 person working 2 departments ?

          We use Spiceworks for 8years.
          osTicket is by far the better product with ONE Large But !

          We have used spiceworks with very flexible organisation setup:
          “If you are in a ticket, you can see it”
          Agent can be creator, cc or assignee.
          if you are one of the following you can see the ticket.
          that way everybody can see any ticket if they are IN it .

          I’m disappointed that I lost couple of weeks setting up osTicket

            You got totally mixed up the logic. This is where collaborators or cc agents come in.
            your organisation logic is wrong and not working for us at all.

            I mean I am telling you how osTicket works.

            Organizations are groups of Users, that can see each others tickets if you setup Autocollaboration.

            Please please help send us the code

            There is no coding required for what I have mentioned.

            Your choices are:
            Use Teams.
            Or tell your Agents to log into their User account to see their tickets.
            Or when transferring a ticket to another Department ticking the "Maintain referral access" check box.

            Otherwise you are going to have to modify the core files to achieve your goals.

            7 months later

            Miroslav
            Please share your code. I want to add feature for assign a ticket (Internally between agents). My email address is data4editing at gmail dot com.
            Thanks.

              6 months later

              Miroslav I'll be gratefull having your code!
              sujit.patil at elisiontec dot com

                3 months later

                Miroslav Please, can you share your code?
                write here if possible: massimosoldini at hotmail dot com

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