Hello, we are implementing new help topics for our ticketing system, the problem that we find is that due to the numerous departments and help topics the selection list of help topics becomes very large and a staff member has to do Scroll a lot for the help topic you want to use.
My question is, today it is possible that it only shows the help topics of the department to which the user belongs?
I know that it is a subject that has been commented previously but in threads of more than 5 years ago.
My these are the characteristics of my installation
Version osTicket v1.11 (d4e240b)
Apache Web Software Server / 2.4.37 (Win32) OpenSSL / 1.0.2p PHP / 5.6.40
MySQL version 10.1.37
PHP version 5.6.40
Thanks

There is not. Well not exactly.

What you can do it remove all the help topics that are not a "department". And when a create a department list for each Help Topic. Add that to a form which gets added to the Help Topic.

ie your help topics might be:
financial
help desk
operations
maintenence

When you select the Operations Help topic, it displays the new form (call Operations) and then displays the operations help topics.
- server maintenance
- server installation
- internet site outage
- new site setup
- etc

Does that make sense?

    Following on from what @ntozier has said above we implemented something similar to this.
    We have over 30 help topics based around different software packages.

    We created parent topics such as:
    Incident/Software
    Request/Software
    Incident/Hardware
    Request/Hardware

    Full Topic List - Take note that most topics are private so users cannot see them.

    We then created a custom form with a dropdown containing all the different softwares and hardwares that we support.

    Custom Form

    Used to display custom List

    Don't forget to add the custom form to the help topic so that it displays when the user selects the topics.

    We then added ticket filtering to automatically assign the ticket to a private help topic that had the full issue path and belonged to the correct department.

    Ticket filter if user has issue with software / acrobat

    Filter Rules

    Filter Actions - This changes the help topic to the private topic and assigns it to the correct department for that topic

    Eg. the user selects:
    Incident/Software

    The drop down appears and they select:
    Acrobat

    The ticket filtering assigns the ticket to the private help topic
    Request/Software/ Adobe Acrobat

    and sets the department to the default for that topic.
    Which in this case would be Development as it is a change request not an issue.

    You could easily do what you wanted using the same logic.
    I know its not an exact solution but it will work in a pinch and save users have to scroll 10 miles.
    I hope that makes sense.

    19 days later

    Lewis podrías poner imágenes para darme una idea de cómo lo estás generando esa solución? Gracias

    2 years later

    ntozier So basically you are saying to use topics as departments and departments as topics? Why, sounds backwards? How does that affect reporting, showing cases per topic, et cetera?

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