OSTicket version: 1.10.4 (We are willing to upgrade)
I have been looking for months at posts on the internet and trying to find posts on osticket. What I need to do is provide a means for a group of people in a department to be able to see all tickets opened by their department and/or for problems their department needs resolved as well as the tickets their department is responsible for and be able to easily see the difference.
The situation is this:
Dept A opens a ticket for a printer to be fixed. The work will be done by the printers team. The Dept A manager needs to see and interact with all tickets that Dept A is waiting (not working) on. The person who opened the ticket might not be there for a few days, so other people in Dept A might need to reply or follow instructions from the same ticket. All the while, it is the printers team directing the work and fixing the issue.
While this is happening, Dept C opens a ticket on a label printer which goes to the printer team. Dept C needs to be able to see this ticket (as well as any others it has opened/is awaiting a fix on), and the printer team of course needs to see this, but Dept A should not.
In my thinking, in OSTicket, there is no way to do this using OSTicket as it is documented. I am looking at misusing the Departments to be the actual department needing the work done and the team is the group doing the work, but I am fairly certain that will not work as I need.
Has anyone dealt with this and what did you wind up doing (or did you simply give up)? I appreciate the feedback.
