change management options?

danh

Are there any internal change mgmt options for tracking IT system changes?

ntozier

Do you mean other than only Admin can change osTicket settings?
Or do you mean more broad like which Agent edited a Users phone number/etc.

danh

ntozier
More broad: Agent #1 updated firmware, and agent #2 has to confirm. Dual control for auditing purposes.

RBGE

I think you'd need a proper CMS for this, or at least an asset management system which will record changes to assets. osTicket doesn't do this, although you could fudge a workaround by using tasks and assigning them to the second agent after the first has done their part - I suspect this isn't really what you're looking for though ?

danh

RBGE that should work as I don't need anything too fancy. Is a task inside a ticket or can tasks be it's own thing? I did find where I can make a ticket help topic private, so only agents can use them. I was going to add a SYSTEM EDIT topic and do it that way.

ntozier

I would use tasks for this work flow (as @RBGE already mentioned). ?

danh

can I run a report on tasks?

RBGE

While tasks are indeed their own thing outside of tickets (they're just to the left of tickets in the menu bar), I don't see any way of running reports on them. Even the reporting mod from software-mods only runs on tickets. If this is what you need, maybe tickets with a private help topic as you suggest that gets assigned to agent 1 and then agent 2 would be a suitable workaround? You could then make other help topics sub-topics of this private one and filter reports on just this topic.

danh

thanks -