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

Teams, Groups, and Departments question

I am trying to setup osTicket for our support emails. In our set up I have the following groups, teams, and departments setup:
- Admin - a special group for the admin user, will not answer tickets and should not be assigned tickets as a user or department.
- Support - this is the main support group providing 2nd level support.
Resellers - this group is for our resellers, initial incoming support tickets will be filtered by email addresses to the correct reseller.
Development - for the dev team in case tickets need to be escalated to them
Sales - for future sales members So like I said I set the above up each as a team, group, and department. 

I'm not sure how these are supposed to really work. I see how to assign tickets to users and how to set it so tickets can be assigned to departments only. I don't see how to assign to teams or how to block departments from having tickets assigned to them. For example I don't want the Admin team/group to receive any tickets. I would like the resellers to assign tickets to only the support department and see no one else in their assign to list. Support should be able to assign to development and resellers and individual users. Same for development. I'm not sure if this is totally clear, if not let me know and I'll try for a better explanation

EDITED by moderator Chefkeks
REASON: Formatting was awful, made the whole post nearly unreadable

Comments

  • You can limit ticket assignment via the following option:
    Admin Panel > Agents > Departments > Support > Restrict ticket assignment

    This will limit / restrict the ticket assignment to only the department itself, so that no other agents are shown on the assignment list. So there a basically 2 options: Show all agents in the list or just the ones from the department.
  • edited April 2015
    You can limit ticket assignment via the following option:Admin Panel > Agents > Departments > Support > Restrict ticket assignment This will limit / restrict the ticket assignment to only the department itself, so that no other agents are shown on the assignment list. So there a basically 2 options: Show all agents in the list or just the ones from the department.

  • Sorry about the last comment and taking so long to reply, apparently the site is non IE friendly (to which I have no problems with) but school is a IE only place and work was just too busy to reply.

    I've tried using the Restrict ticket assignment in the Departments section but it doesn't change anything. Members of the resellers Department are still able to assign tickets to the Admin Department despite the Admin department having the Restrict ticket assignment button checked.
  • Ah I see the Restrict Ticket Assignment only works for assigning tickets to an Agent and has no bearing on assigning tickets at the Department level.

    I think I can make that work however I noticed that the Admin agent is appearing in the list of Agents despite having the "Make visible in the Agent Directory" option unchecked.

    I would really like to limit the Resellers to be able to only assign tickets to the Support Group/Team/Department or if that's not possible to the Agents in the Support Group/Team/Department
  • edited April 2015
    Looks like I or you messed up the settings of I read your response correctly. Unfortunately I currently reply from my phone without any access to osTicket, so instead of pointing you to the correct settings (which I will ad tomorrow) I tell you what to check ;)

    There are 2 settings! 

    A) Restrict ticket assignment to only department members, so that agents can only assign tickets to members of their own department. 

    B) Restrict ticket assignment for agents, so they can only see tickets that got assigned to them. 

    It sounds like you triggered B but need to trigger A ;) As said, I will add the correct option names and the way to them tomorrow.


    EDIT/UPDATE:

    Here are the options I talked about above:

    A) Admin Panel > Agents > Departments > Department Name > 
    Ticket Assignment: Restrict ticket assignment to department members

    Also note the additional info from the help popup:

    Ticket Assignment Restrictions

    Enable this to restrict ticket assignment to include only members of this Department. Department membership can be extended to Groups, if Alerts & Notices Recipients includes groups members.

    B) Admin Panel > Agents > Agents > Agent Name > 
    Limited Access:Limit ticket access to ONLY assigned tickets

    Note also the help popup for that option:

    Limited Access

    If enabled, the Agent will only have access to tickets assigned directly or via the Team.
  • Hi Chefkeks,

    Thanks for the help,

    So I went and made sure that I had Ticket Assignment checked for the 'Resellers Department'. I then logged in as my reseller test agent and they were still able to assign tickets to all other groups. I do have the "Can Transfer Tickets" set to Yes in the 'Resellers Group'. Would this be causing the problem?

    I think the biggest stumbling block I have is perhaps the lack of understanding how Teams, Groups, and Departments work.

    A) Restrict ticket assignment to only department members, so that agents can only assign tickets to members of their own department. 

    B) Restrict ticket assignment for agents, so they can only see tickets that got assigned to them. 
    This is something I will need to activate for the 'Resellers Department Agents'.

    Thanks
  • Regarding what is the difference between a team, a group and a department, take a look here:
    http://osticket.com/forum/discussion/85388/reg-team-agent-department-evaluation#latest
  • I'm running v1.10.1 and have done the above, copied below, but the agent still see all agents even if they do not have any access for that department.


    B) Admin Panel > Agents > Agents > Agent Name > 
    Limited Access:Limit ticket access to ONLY assigned tickets
  • edited February 7
    Then the ticket is not assigned to a deparment that the toggle is set for.

    This thread is from 2015.
    Please do not be a necromancer.
    Killing zombie thread with a head shot.
    If you have a question please open your own thread and provide your environment details and information about your question.
This discussion has been closed.