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

Filter Rules based on logged in agent

If an agent is creating a new ticket on behalf of a client, can we set special rules such as auto assign him to the ticket (since he created it), setting that ticket to a default department, etc using filters? I want this filter to apply only to certain agents (hence need for filter rule based on agent and not global setting) as some agents can assign other agents while creating a ticket.


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  • 1. Agent is creates a new ticket on behalf of a client.
    2. He selects a Ticket Source & Help Topic (required fields by default in osTicket)
    3. He selects a Department and fills in issue details.
    4. When this issue is created, I would like to auto assign the ticket to the who person created the ticket if the department selected is a particular department and the agent is a particular agent.

    I think this would be possible if the Filter Rule has a filed something to the lines of "Agent who created the ticket", "Ticket Department" and/or "Logged in Agent username". I may be wrong, but is there any other way to approach this problem?

    osTicket Versionv1.10 (901e5ea) —  Up to date
    Web Server SoftwareApache/2.4.7 (Ubuntu) PHP/5.5.9-1ubuntu4.20
    MySQL Version5.5.53
  • Does the agent not have the permission to assign a ticket? 

    You can give them this permission through Roles (Admin Panel>Agents>Roles) then assigning the role to the agent (Agents>[Agentname]>Access) and the agent can then assign the ticket using a drop down at the time he is creating it.

  • He has. I wanted to autoasign and reduce 1 step from the workflow to reduce mistakes. Also, our requirement it kind of feels repetitive to select the department and the agent when a ticket with that department should be assigned to the logged in agent anyways. So I was trying to automate it with assign agent filter action.
  • There is currently no way to do what you want to do through the UI. There are no filters for "Current Logged in Agent", you would have to modify the source code to achieve this, and I wouldn't know where to point you to start doing that.

  • Thanks for your help! I'll try digging in the code and attempt to implement it in a crude way for now.
  • hi @dbinoj, did you find a way to do this ? 
    I have the same issue here.
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