Open Script Solution

This following modification is the continuation of another modification that I created in the article: Add Auto Staff Time Sheet Feature into osTicket v1.6 RC5. Since I received the feedback from osTicket Discussion Forum that informed me about the SQL error after editing a ticket by staff, then I found that the original one need to be improved. So, here is the additional modification that you should apply if you want to avoid SQL error after implementing the first modification while editing a ticket. Please note that if you want to implement the modification in this article, first of all, you have to implement the original modification via that link above. Read more…

It does make sense when a ticket is closed by your customer or client, then all department members will be automatically notified by your ticketing system via email. I made the modification to implement this requirement into osTicket v1.6 ST (Stable), including the related setting in order to enable or disable this feature, just in case whether this feature is necessary to be implemented, and sometimes it is not. Besides that, you will be able to define the email template for the notification that sent to your customer via Admin Panel. This modification also will answer the related question in osTicket Discussion Forum. 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…

One of the advantages of osTicket after comparing to another ticketing system is the ability to clasify the tickets based on its department and its help topic. For those of you who implement osTicket for such company which has several departments, which is each department has several help topics, you need to filter the related help topic based on the department that selected by your customer or client. Since the help topic is the part of department, then the ticket will be able being sent to the right topic and also to the related department. This modification will add the department selection in the open or new ticket form at the client side. When the particular department selected by client, then at the Help Topic directive will automatically display all help topics belong to the selected department. Read more…

This modification will display the staff name in the reply email that sent by the current staff. As default, osTicket have not included the %staff variable in the reply or response email template. So here is the modification to implement it. Read more…

This following modification is being intended to answer the question about the similar modification that asking about the title of this article. You may enable or disable this feature from admin panel. If you want your osTicket also send an alert to all department members when new response that being sent by staff comes to the system, then this following modification is for you! Read more…

One of the nice MODs on osTicket Discussion Forum is [ADD ON] Assign user from ticket list. This MOD will make you easier to assign the tickets simply from the ticket list page, and only admin and manager are able to do this task. Besides that, each time a ticket assigned to a staff, that staff will get an alert via email. Since there were two members on the forum asking the question whether this MOD working on v1.6 RC5, then I tried to implement it on that version, and everything worked fine. So this modification is for you. Read more…

For those of you who have implemented my MOD about Add Forgot Password Feature for HelpDesk Officer into osTicket v1.6 RC5 and need to force the helpdesk officer to change their password on the next login, then this modification for you! I made this modification since there was a question asked to myself about it. Please note that you can do this following modification only if you have already implemented my MOD above. Read more…