osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
assigned person + monitoring person
An idea for new function that comes from our demand.
I distinguish two categories of agents in the system. One responsible for the customer or specific case (CatA) and one responsible for the area of knowledge (CatB). It is in responsibility of CatA to make sure that customer gets his answer in a timely manner, but it may end up to be assigned to CatB to use this person specific expertise.
Both agent categories are working on different priorities and resources, so they have different perspective on urgency, order and resource allocation. So what I need:
Anyone in CatB should see in "My Tickets" the list of pending, assigned tickets to solve
Anyone in CatA should see in "My Tickets" the list of pending, assigned tickets to solve, plus those monitored, but assigned to someone in CatB.
Unfortunately assigning to Departments and Teams is not really an answer for this need. Unless someone can suggest a sophisticated setup and usage of this dept/team that could help. Thank you in advance.