As #coolemail suggested, can this feature be added to future versions?
Select option to: show both "assigned agent" & "department" in Open Tickets View.
This will be a convenient for enforcers to check the status of each "departments" & "agents" at a glance.
reference:
http://forum.osticket.com/d/discussion//open-ticket-view-can-we-change-fields#latest
Since this feature is not available yet, I started using canned response with variables. As soon as canned response is used for updating the ticket notes, a mail is sent to requestor with pre-made replies.My canned response looks like belowWe have acknowledged your request. Please be informed that, this ticket is assigned to %{ticket.assigned} (%{ticket.dept}) and your request will be addressed as early as possible.Due date for this ticket is %{ticket.due_date} (as per pre-defined SLA), this ticket will be resolved on or before due date.The catch here is, you need to assign this request to an agent first and then select the canned response. The variables in the canned respone will be converted to the actual values.