osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Adding column, contact information, SLA plan vs priority
I am using Osticket free 1 month trial version, installed few days ago and have some questions:
1 - where do I find " tickets.inc.php" in order to correct it to have additional column of Ticket Status?
2 - I haven't found instructions how to do that in v1.10, but herehttp://osticket.com/forum/discussion/75457/a-better-ticket-list/p8
ronitbs said he managed to achieve that with blueyeguy's instructions. Could you please point me to those instructions?
3 - in Contact Information there is field "email" which is Required and could not be erased, but in my case tickets will be opened only upon a telephone call and there is no need for user email to be Required field. Is there way to have "Optional" instead of "Required" for this one?
4 - what exactley SLA plan are used for? I see in its description it is a time limitation for ticked to be resolved/closed, and if not, it becomes overdue,correct? Does Priority of ticket has anything with automatic ticket status change to overdue or it is just descriptive, without any time counter? I am having troubles to distinguish Priority from SLA plan.
Thank you very much and I apologize for list of question.