Multiple Departments

[Mark Harris]

It would be nice if people could be assigned to mulitple departments. Some of our support staff also work sales :)

[peter]

You can do so at the moment based on the group the staff member is assigned to.

[OnFairyWingsDesigns]

It won't actually allow you to add a person. Each staff member is only allowed one department via selection and is listed as being in that department based on the selection made in staff section. It would be helpful if you can just check the boxes of the department that the staff member is involved in.

Thanks!
Have a great day!
Heather

[Tristan]

use their primary dept, and then give them access through the UG.

example: Chuck is both a sales member and a support member. we create his account under the Staff tab, by selecting Add New User.

we'll assign him to the sales department for his default access.

Next we'll create a Usergroup called "Support Too" and then check the box next to Support this will allow user in this group to have access to the Support dept. in addition to their 'home' department.

we then edit Chuck's account and add him to the Support Too usergroup

Chuck now has access to both Sales and Support tickets.


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[bignose]

Will Chuck now get notified of new tickets in both groups?

[Ebonhand]

I second the request for inbuilt support of staff being a member of more than one department.

For example, in my business we have the following departments:

Accounts
General
Technical
Design
Sales

Myself and my partner oversee all of the departments, with an administrator to help

As coded at the moment, I can only be a manager of one department, and my partner one other. This leaves the administrator as a manager of the third, and no manager for the other two departments.

I'm going to attempt to manually hack the database to see if I can fool the system into allowing an 'out of department' manager. If this doesn't work, I'm going to have to seriously reconsider my use of osTicket

Regards,
Ebonhand

[Ebonhand]

As an update to my hacking attempt, I edited the "ost_department" table using phpMyAdmin, and manually replaced the "manager_id" number of the department with the appropriate "staff_id" from the "ost_staff" table

The system seems to work properly, sending notifications to people as appropriate.

Perhaps a simple code-change that lists all staff when selecting the manager, rather than restricting it to staff that are part of the department would be an appropriate solution going forward?

Kind regards,
Ebonhand

[sblaisot]

attached is a proposed patch against 1.6RC2 that allow every staff that have access to a dept to be manager of this dept, not only this particular dept members.

two versions of this patch availables :
v1 hide admins from the list of possible managers (in case you use the admin account only for application admin and doesn't use it for tickets management)
v2 shows admin because the have access to the dept

[jmccann]

how do we download the .txt files? says they are pending approval. I would really like this then I don't have to waste our programmers time on modify the system to fix this.