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Understanding Relation between Department, Team, Groups and Agents
As long as I understand Department doesn't play any role in viewing a ticket. For example
Agent 1 belongs to Dept 1 and belongs to Team 1
Agent 2 belongs to Dept 2 and belongs to Team 2
And the Agent above can see tickets only those things assigned to you
If a Ticket 10 is assigned to Dept 1 and Team 2
Agent 1 can't view the Ticktet 10 unless it is assigned to Agent 1 or Team 1.
So I think Product name can be a good candidate for department.
That means we do have two products P1 and P2, people are working in both products in different sections like Development, Testing, Supports and Sales.
In this scenario we can will do the flowing things
1)Create two Departments P1 and P2.
2)Create four Teams Development, Testing, Support and Sales
3)Create roles(which decide who can create ticket, close ticket, manage knowledge base,etc...) needed by using Groups
4)We will add people as agents and select Departments, Groups and Teams
Kindly share your ides on this