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Can an agent open proactive tickets?
I'm new of OSTicket.
Is it possible for an agent to open a proactive ticket to reporting something like and incident seen ny a monitoring system?
I've seen that an agent open can open a ticket on behalf of a user with the first note that appears to be created as a issue coming from the user and not a signalling coming from an agent.
Looking at the database I've seen that if I change a field concerning user in the ticket notes table is it possibile to change the owner of the first note, this is obviously unpractical, but is a proof that changing something it should be possibile to open proactive tickets.