Within our support department, we have two teams, one for level 1 support and one for level 2. Every support request is assigned to level 1, where it is either resolved, or escalated to level 2 if it can't be resolved by level 1 agents.

Policy is that it agents of the level 1 team may only reassign the ticket to someone else on their team, or reassign it to the level 2 team.

It would be nice if this could be enforced by osTicket, by only showing team members on ticket reassignment, if the ticket is already assigned to a team. It would also be nice if on reassignment to a team, it would clear the agent, as its up the the other team to decide who picks up the ticket. Also, it is unlikely that the assigned agent is a member of the new team as well.

To enforce the latter, I have in class.ticket.php added $this->setStaffId(0); to function assign.