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

Understanding Relation between Department, Team, Groups and Agents

As long as I understand Department doesn't play any role in viewing a ticket. For example

Agent 1 belongs to Dept 1 and belongs to Team 1

Agent 2 belongs to Dept 2 and belongs to Team 2

And the Agent above can see tickets only those things assigned to you

If a Ticket 10 is assigned to Dept 1 and Team 2

Agent 1 can't view the Ticktet 10 unless it is assigned to Agent 1 or Team 1.

So I think Product name can be a good candidate for department.

That means we do have two products P1 and P2, people are working in both products in different sections like Development, Testing, Supports and Sales.

In this scenario we can  will do the flowing things

1)Create two Departments P1 and P2.

2)Create four Teams Development, Testing, Support and Sales

3)Create roles(which decide who can create ticket, close ticket, manage knowledge base,etc...) needed by using Groups

4)We will add people as agents and select Departments, Groups and Teams

Kindly share your ides on this

Thank you

Comments

  • edited July 2015
    " I understand Department doesn't play any role in viewing a ticket"
    false.
    Agent members of a Department can see any ticket assigned to said Department.


    "Create roles(which decide who can create ticket, close ticket, manage knowledge base,etc...) needed by using Groups" 
    Groups are going away and being replaced with Roles.

    Groups control Agent level permissions.
  • @ntozier thank you for your quick reply 

    I created a OsTicket installation I have done the following things 

    1) Created Two Departments DEPT 1 and DEPT2

    2) Created Two Teams Team 1 and Team 2

    3) I Created Two Groups Group 1 and Group 2, these groups are selected while saving Departments

    4) Created Two Agents Agent 1 and Agent 2

    5) Assign Agent 1 to DEPT 1 and Team 1 and Group is Group 1

    6) Assign Agent 2 to DEPT 2 and Team 2 and Group is Group 2

    7) Assign Ticket-10 to DEPT 1 and Team 2

    8) But I am not able to see Ticket-10 while logged in as Agent 1

    Did I miss any configuration or is it a bug?
  • edited July 2015
    @ntozier
    Thank you, it was a configuration change I got it. 
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