Open Script Solution

I have successfully created a new report feature into osTicket v1.6 RC5 that contains three sub report. They are:
1) Ticket Aging (< = 3 Days, > 3 and < = 7 Days, > 7 and < = 14 Days, and > 14 Days),
2) Ticket Summary (Staff in Charge:, Total Number of Active Tickets:, Total Number of Closed Tickets:, Total Number of Unassigned Tickets: ), and
3) Ticket for Staff (Staff in Charge with the tickets that assigned to them).

You will see that there are three sub tabs under Dashboard tab in Admin Panel of your osTicket. Read more…

This article will show you how to modify your osTicket System in order to give the ability for the certain staff to add new staff record based on his/her department. As we know, only staff which has Admin account type can do this, since there are only two account type in osTicket up to v1.6 RC5; they are: Staff and Admin. If you set the certain staff’s account type which has Managers user-group become Admin account type (in order to give him/her the ability to add his/her new staff from Admin Panel), then they will be able to access all features that located on Admin Panel. So, instead of to give full access for that Manager, then we should create the new permission in user group basis, afterwards, we assign Yes to the Managers user group, so they will be able to add their own new staff without having to access Admin Panel. There will be a new tab in Staff Panel named My Staff. This new tab will have two new sub-tabs, they are: My Staff Members and Add My New Staff in order to make it different with the Staff tab at Admin Panel. Read more…

For those of you who have implemented the modification I made about: Add Auto Staff Time Sheet Feature into osTicket v1.6 RC5, then this following modification is for you. It has the relationship with that modification above. After you implemented the previous one, and then if you wanted to display the time spent of each your staff at the bottom of staff’s page, simply access from Admin Panel -> Staff -> Staff Members, then click one of the records on the list. This modification will add some information that useful to know, especially for admin or manager. They are: Total time spent on tickets, Average time spent per ticket, Time spent within the last 14 days, Time spent within the last 7 days, Time spent on yesterday, and then Time spent on today. Read more…

This following modification will add a small feature to limit the ability for staff to close the opened ticket or to reopen the closed ticket in osTicket v1.6 RC5. Only the assignee staff or admin can close and reopen the ticket. It means that if the current ticket has not been assigned to any staff, then only admin can close that ticket. Since there is no staff_id information for the closed tickets, then the closed ticket handling is similar with the unassigned tickets. Thus, this rule will be automatically being applied to such tickets. Read more…

Have you ever wanted to merge one ticket to another in osTicket System? Well, here is the solution to implement it. I have successfully created the modification by adding a Merge Ticket tab on the bottom of the viewticket page in admin panel. This feature can only be accessed by user with admin and manager level. After merge a ticket to another, then the original ticket status will set to closed and that tab will be disappeared. You can now merge ticket as many as you want. This modification I created based on the similar modification in osTicket Discussion Forum, but with some enhancement I added to it. Click here to see the Merge Ticket scenario I created, and also click on here to see the progress of this feature. Read more…

I am sure that this following new feature will be very useful, especially for admin and or manager, to do their job in osTicket System. It is a new feature about Batch Ticket Assign. Now admin and or manager will become easier in order to assign one or more tickets to a specified staff by using this batch assign ticket feature. I have successfully created this modification, by adding a new sub tab named Unassigned Ticket under the Tickets tab in Staff Panel. Read more…

Today I successfully created another modification by adding a new feature about Who’s Online into osTicket v1.6 RC5. This modification will add a new sub tab under Dashboard tab, with named: User Online, and you can access this from Admin Panel. For those of you who need this feature, you may use this following modification code. Read more…

This following article will show you how you can add a small feature into osTicket version 1.6 RC5 about notify staff members of their accounts right away after they have been created by Admin or their Manager. When Admin or Manager create a new staff account, then osTicket will send email to the staff email that contains of username and password, including the URL for login to the osTicket System. Read more…

This following article will show you how to add attachment on Internal Note in osTicket v1.6 RC5. If you want to implement this on v1.6 RC4, please read the similar article I wrote two days ago: Attachment on Internal Notes in osTicket v1.6 RC4 . Read more…

For those of you who have implemented the modification I made for osTicket through this article: Add Forgot Ticket Number Feature into osTicket System v1.6 RC5 and need to display the forgot ticket number list including the ticket which have closed status, I made a modification regarding this. Please make sure that you have implemented that modification on that link above before doing this modification. Read more…