osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Configuring OST for mostly internal use?
I'm using OST (1.9.14) because my boss wants a ticket system so people in different departments can better track the tasks they have to do. He also wants it so that customer service can track items that are broken when the customer gets them, boxes with the wrong items, and so forth. The latter is exactly what OST is for: I import all our users from our existing database, then a customer service rep can open a ticket for that user, and there we go. The former case is where I'm having a problem.
If all of us in the company (it's not a big company) are agents, that lets us all manage tickets--close them, move them, whatever. However, when a new ticket is created, it *must* be opened on behalf of a user (NOT an agent). For example, if Bob in accounting is an agent, as is Jim in management, how would Jim assign Bob a task? Jim would have to open a ticket and assign it to the accounting department > Bob, but on that ticket page OST will demand a user's details. Bob is an agent, not a user. Is it best to make each agent *ALSO* a user, then have agents open tickets on behalf of themselves if they need to? Or is there a better way I'm not seeing?
I hope this is mostly clear. If I can explain anything further, please let me know. OST 1.9.14. Thanks!