osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
I thought it was not possible to do this but I was able to make it happen: Integrate pcAnywhere in osTicket
I wanted to do this because in early 90's I remember a ticketing system that I used. I was able to VNC to client within ticketing system.
Benefit: By adding a utility to remote access this will speed up the support team.
As you can see from the screen shot below. It's on the "Open New Ticket" page because the team would like to connect while still processing the new ticket. If remotely connecting to user/client and able to resolved the issue. The agent can close the ticket with a solution and able to capture a screen shot and attach it with the solution.
I have trouble adding an image again.
Still on beta test and I will be happy to share it soon. Just like before still need to clean the scripts and the button may need to move somewhere else.
And looking to add this button somewhere when viewing an open ticket.
Behind the scene and how this is working:
1-Pressing the pcAnywhere button calls a vbscript and an object to run a program on the server.
2-vbscript checks if client/enduser pc is online/live and if pcanywhere host is waiting. IF pcanywhere is not waiting - new script is called to wake it up.
3-server sends the info to staff's computer's pcAnywhere to open the correct *.CHF associated to the user. ( .CHF are remote files.)
Originally this process took 45seconds. After tweaking - reduced it to 23secs.