I have configured osTicket (v1.12.2) and all is working well with users able to log tickets etc - really like the product. However, we have some 'power users' within organisations who when configured as primary users for the organisation, can see all other tickets for their organisation. we added a custom list and internal field to identify the application the ticket referred to and I would like specific users to only see tickets for their organisation but only for some applications. Does anyone have a suggestion other than creating additional (extraneous) organisations to facilitate this?

You would have to do one of the following to achieve this:

  • alter the core code
  • create additional organizations
  • change the "power users" to agents and give them access to certain departments and organize the tickets via department instead of organizations.

    ntozier Thanks for the fast response. I figured this might be the case so will take a look at the option of either making the power user an agent or modifying the core code. As we have multiple organisations for different customers, I think I might end up modifying core code. Are there any sensible guidelines I should follow for modifying code other than 'at my own risk' (which I accept) 🙂

      I would say document all your changes (outside of the core files).
      That way when it comes to upgrade you can reply the changes to the new version.
      A good way to do this might be to branch the project on github and use that.

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