We have our instance of osTicket's Department's logically mirroring our company's departments. Eg: Sales, Marketing, Customer Service, etc.

Agents that are primary members of the Customer Service department in osTicket do not have extended access to the Marketing department. So they cannot see tickets assigned to the Marketing department, which is how we want things.

However, this doesn't stop the Customer Service Agent's from assigning tickets to departments they don't have extended access to. So what happens is when they create a ticket they accidentally assign it to a department they have no access to, and then the ticket vanishes from their list after they open it. Replies to these tickets go unseen because the agent can't see the ticket, and it ends up sitting there.

We have tried to provide proper training, and implement procedures and policies on how tickets are supposed to be created and assigned, but they are still making mistakes and losing view to tickets they're creating because they're assigning them to departments they don't have extended access to.

It would be really convenient if in the Role Permissions we could restrict what departments agents can assign tickets to. Default it to All departments, but have the ability to select one or more departments that the agent has permission to assign tickets to. Departments they do not have permission to assign tickets to would not be visible in the "Select Department" drop down list on the ticket creation form.

Thank you for considering my feature request. Hopefully it's nothing too niche and seems like a useful feature to be added.

I like this idea. As a work around for now...
Can't you just tell them not to pick a department when they open a ticket on behalf of someone else?
I presume that your Help Topics route tickets to specific departments already. so if they just save some time and not select a department then it will go where it needs to go.

The shot gun approach would be to disallow people who can't do this correctly from being able to open tickets at all.

The subtle approach would be to edit the ui to remove the Department field from the open ticket screen for agents.
I believe that this is on circa line 259 in include\staff\ticket-open.inc.php

Hey ntozier,

Thanks for your reply. Unfortunately we have tried everything except physically beating the information into the agents to not assign the ticket to a department other than their primary department. It doesn't matter, mistakes are still made.

I took your advice of modifying the UI file, and that will work. You're right, our help topics already set the Department so removing that option should hopefully mitigate any issues going forward.

Thanks again!

Very welcome. I'll close this thread, but if you have another question please feel free to open a new thread.

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