I have an agent who I only want to be able to see tickets with a specific status. I don't want them to see tickets with open or closed status, just tickets with a status of 'finishing'. I've created the new status in Manage -> Lists and can set the status on existing tickets but I can't work out if I can set it so the agent can only see those tickets.
Is there a way to do this?
Tickets are not restricted by their status. They are restricted by Department or Team or Assignment.
There is no way to do what you are asking in the UI. You would have to alter the core files to achieve what you are asking.
Thanks for the info.
So I guess I can create a new team called 'Finishing' and assign tickets to that team then just add the agent to that team?
Is there a way to assign a ticket to a new team when the status is changed?
Negative. osTicket does not have any sort of "triggered" action that takes place on tickets when the status changes (or any other change).
Ok, so the best option here is to set the ticket status and then assign to the 'Finishing' department?
Sounds good to me.
You could also remove the ability to close tickets from agents if you have specific people who you want to do it
