osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
So I've been running osTicket for a while, pre-1.7 for sure. In 1.6, I had a fairly nice setup for my groups to allow the correct permissions and things, but with the introduction of teams, I'm a little confused. Could someone give me some advice on how to design it, details below.
So in my organisation, I have two main groups. Customer Support and Technical Staff. Our customer support staff are split into two teams, each with their own supervisors/managers who report to the head of department. Now this is where it starts to get a bit more complicated. We also have our HR, sales and billing handled through the same osTicket install. Currently these teams have no dedicated staff, and the role is covered by the department head of the technical staff. The head of customer support also does a fair amount of the developer work as well so should be able to see the technical tickets and HR tickets as well.
As for permissions over tickets. Only department heads and supervisors should be able to delete tickets, anyone can ban an email address.
I think that's all? I'm not sure what I'm doing in the new release so any help would be much appreciated.