Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

In this Discussion

osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Let staff select their own teams

Hi,

First things first:
osTicket Versionv1.9.3 (bba9ccc)
Server SoftwareApache/2.4.7 (Ubuntu)
PHP Version5.5.9-1ubuntu4.4
MySQL Version5.5.40

So, is there a way to let staff members choose their own teams? 

In the environment we are trying to build we would like the opportunity to take over, continue and check tickets that other teams are/have been working on if the other teams are away. As far as I can see, this would be possible by simply checking the team box for those users that would like access but I don't want to have to include an admin to the process just to check one box. As I have it set up now (still in development phase) all tickets are automatically assigned to the team it relates to using filters, and the idea is that all members of that team can see the ticket, and whoever responds first gets ownership. But if that person or even whole team (small teams) then goes awol we need others to be able to take over.

Help is much appreciated! 

-Jim
Tagged:

Comments

  • Don't base your access control solely on assignment, instead use departments and groups. Think of team assignment as who is responsible for that particular ticket (which can be temporary access vs. perpetual access control). 
  • Ok, Thank you.

    Would you be able to help me figure out the best way of setting this up? 

    Here is how I have it currently setup:

    User submits tickets to one of three support departments chosen using help topics. Linked to these three help topics are custom forms as the different support departments require very different information. One thing that is chosen from the form is which medical instrument the ticket is related to.

    Using Ticket filters (and this fix: https://github.com/osTicket/osTicket-1.8/pull/1184/files) the tickets are then assigned to the correct team (each support department consists of smaller "teams", 1 team per instrument) based on the help topic and also medical instrument (from custom form).

    All support people are assigned to the teams of the instrument that they support.

    This way the team related to a specific medical instrument will see only the tickets related to that instrument (or more if that person is a part of multiple teams). 

    Would it then be better to have one department and one group per instrument? But can one person be assigned to/have access to multiple groups or departments?

    And if I may ask, what is then the point of having teams?

    -Jim
  • And also, will another way allow the support personnel themselves to chose which tickets they can see?

    -Jim
Sign In or Register to comment.