I'm a small, one-person IT consultancy business with mostly residential clients and a few small businesses. I decided to set osTicket up primarily to deal with one client of mine
who has 2 offices, one in LA and one in NY. There's a tech they
use in NY for hands-on stuff, although I do most of the support
remotely. The boss has instructed the NY tech that
he needs to report to me for all support stuff. So, a ticketing
system sounds like a good way for us to share info without getting
bogged down in emails. So far, so good.
The idea is that the tech will only have access to tix created for the
NY office - he doesn't need to see LA stuff, and the boss doesn't
want it. I'm struggling with how to create the hierarchy. There
are only 2 tiers on the client side - Users and Organizations -
and the boss splits his time between the LA & NY office.
I'm thinking I could create 2 Organizations, Office LA and Office NY, so I
can populate each Org with the Users in each Office, but I don't
know how to handle the boss, since he needs to be in both.
The other way, possibly, would be to create one Org for the
company and then create Teams or Departments on the Agent side for
LA & NY and put the tech in the NY one. My main goal is that he
won't have access to tix on the LA side.
Any thoughts?