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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

A few additions to make osTicket an awsome opensource support system

Hello,

I wanted to introduce osTicket into a company i'm working for.
I really like osTicket as far as i have seen it.
In the following weeks we are going to test it.

When i look at osTicket i also see a few chances to really improve it.
As far as i have seen i am definitely not the only one who's running into these problems.

This are the things im running into:
1. The form customisation is great, but it would be so nice to remove the standard Ticket Details form. (example: i want to create a special form for the creation of a new Active Directory user, then i can make my own form and users don't have to fill in other things. The name of the form is the name of my ticket and the details are given in my custom fields.)

2. Support agents can set a default view. (eg when im from the department system support i get to see the tickets assigned to this department, my colleague who is a programmer does only want to see the requests of application management and functional application management). This can be done by the person itself.

3. SLA's are based on 24x7. Thats easy for the programming, but there are almost no companies using 24x7 support. Definitely not the ones that use a free ticketing system like osTicket.

4. SLA's change automaticly when the Priority is being changed. A high priority call needs to be solved way more early then a low prio call. (eg. an emergency call needs to be solve within 3 hours, a low prio call needs to be solved within a week)

I would like to hear from the developers.

Comments

  • 3. SLA's are based on 24x7. That's easy for the programming, but there are almost no companies using 24x7 support. Definitely not the ones that use a free ticketing system like osTicket.

    Incorrect assumption.  We do and have been for years...

    Though I would prefer there to be a way to set the hours of operation and some sort of extended escalation system for after hours support.  Maybe some sort of special notification and messaging system for those tickets submitted after hours, noting after hours support would be the way to go.

  • Though I would prefer there to be a way to set the hours of operation and some sort of extended escalation system for after hours support.  Maybe some sort of special notification and messaging system for those tickets submitted after hours, noting after hours support would be the way to go.
    I only said the most of them. I am aware that some compagnies do have 24x7 support.
    But it just would be nice to have the option to choose between 24x7 and working hours.

    Anyone of the developers have any comment btw? 
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