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

Agents can select each department if they create a new ticket

I am using osTicket-v1.9.14.

I am wondering: Agents can select each department if they create a new ticket.

Agent1 belongs to 'support' department only. Agent1 is assigned to group 'support_staff'.
All groups have access to 'support' department. Group 'support_staff' has Department Access only to 'support'.

While creating a new ticket Agent1 can see/select all departments created in osticket from the 'Department:' dropdown list. For example, Agent1 can select 'accounting' department and can create a 'accounting ticket'. Not sure if this is by concept or if it is a bug. Anyway, it is a bad approach for us. What can I do, that agents can only select departments they are associated with?







Comments

  • Q: What can I do, that agents can only select departments they are associated with?
    A: You can't change this in the UI.  This is not a feature of osTicket..  It is assumed that Agents know what department a ticket should be sent to.

    You could probably edit the core source files to change this behavior but it would not be trivial.  It is also something that I have never tried to do and would not even know where to begin to make such a change.
  • This thread is from last year, but still an ongoing issue in our environment.

    > It is assumed that Agents know what department a ticket should be sent to.

    Sure, you are right. But from time to time agents accidentally select the wrong department with the result: They have no access to this ticket anymore.

    The next issue is: Each department has its own email address. So from osticket design, all agents can send out email from any deparment. This violates our company policy.

    If anyone has an idea/hint how to get this changed, please let me know. Thanks!

  • The agent would contact the department that they sent it to "by accident" and/or their supervisor, and/or the target Department Managers, and/or the osTicket Admin and have them re-assign the ticket.

    Departments do not need to use a custom email.  You configured it that way.  Set it to use the system default.
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