Hello,

I'm trying to set up osTicket 1.10x so that depending on a topic, the possible departments (or it could be assignees) available on the pull down menu is limited to a restricted list or a single person.

Example : Topic :
Hardware issues , list > IT, audio-visual tech
Bookings, list > Sports venues, Conference rooms

The problem we have in our organization is that people just send email request to everyone except the right people or department. I was requested by our manager to figure out a way to set up a ticket system to first choose a problem or need type, then only show the people available for that service.

I can't seem to find a way to do this. Is it possible at all?

Thanks for your help!

    Since Users cannot select (agent/Department) when they are opening a ticket doing this on the ui side sounds like a moot point. And since you say

    jeffduke people just send email request to everyone

    It sounds like you might want to check out Ticket Filters. Admin panel -> Manage -> Ticket Filters.

    Other wise Help Topic (drop down) in the UI can be used to put a ticket into a specific Department or Assign to a specific Person or Team.

        ntozier

        Hi,

        First of all, thank you very much for your reply. The filter system is probably the only way I'll be able to acheive the kind of result my manager wanted so that's definitely where I'll go.

        Second, you're a real Boss. Why? As soon as I started playing with the filters I realized that a bug prevented me from using the "Add rules option". I googled the issue and found your replyon nov 15 explaining what line of code to change to fix this and it worked! (https://forum.osticket.com/d/86885-ticket-filters-cant-click-add-rule/7)

        Thanks for all your help, it's truly appreciated.

          @jeffduke glad to be of assistance. 🙂

          I thought that they had fixed that bug a long time ago... I guess it still exists in the 1.10.x versions. Personally I am running 1.12.2.

          Write a Reply...