I am new to osTicket, and I like what I see right off the top. I think it will be the answer to what I'm looking to do for my organization.
My question is in regard to modifying how users use the system. As is, it uses email to run the whole system, however my organizations setup is slightly different. The company I work for as an IT Specialist currently uses a Work Order system that was created in house several years ago. This system is in place to support 19 separate facilities, which are split up support wise amongst 3 IT specialists. Although most of our users at these facilities have some sort of computer access, not all users have and use email within our organization.
For this reason, I'd like to modify the system so that when a user enters a new ticket OR is looking up the status of the ticket, they will not be using the Email field. What I'd like to replace that with is Facility field, which would be a dropdown list of our facilities which they would choose from. Based on this selection, the telephone field would get populated with the correct phone number for that facility as well.
So approaching this as a novice PHP guy, I understand that I'll have to either modify or create a new database table to hold the Facility and Phone information. However, I'm not sure how to replace the Email field with this new Facility field nor exactly how to replace the Ticket Status Email field with the Facility field. I've just started digging into the code, but figured it may just be quicker to ask the question here. I've sifted through some of the forum posts as well to see if I could dig up the answers but didn't find exactly what I was looking for.
So to end this Novella, any help would be great and would help me speed up my implementation process.
Thanks,
David