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Thread Referral

Peter Rotich authored 7 years ago

Add the initial concept of thread (tickets & tasks) referral.

* Agent & Team
Referring a ticket to an agent or team - is just like assignment without
actually assigning. If referred agent doesn't have access to the ticket's
department then they'll only have view access.

* Department
This is like assigning a ticket to the entire department. Meaning agents who
have access to the referred to department will now see the ticket - what
they can do with the ticket will depend on the assigned role in that
particular department.

It's important to note the ticket will technically be still the
responsibility of the primary department. Transferring the ticket is the
sure way to relinquishing the responsibility.

* Auto Department Referral via email
This will happen if an email is sent to multiple departments. For example an
email with TO: support &  CC: billing will result in the ticket getting
routed to "support" department and "billing" getting a referral of the same
ticket. This allows both departments to have visibility of the ticket -
which is not possible at the moment.

523dc8d6

Name	Last commit	Last update
api
apps
assets
css
images
include
js
kb
pages
scp
setup
.gitignore
ISSUE_TEMPLATE.md
LICENSE.txt
README.md
UPGRADING.txt
WHATSNEW.md
account.php
ajax.php
avatar.php
bootstrap.php
captcha.php
client.inc.php
file.php
index.php
login.php
logo.php
logout.php
main.inc.php
manage.php
offline.php
open.php
profile.php
pwreset.php
secure.inc.php
tickets.php
view.php
web.config

osTicket

osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.

How osTicket works for you

Users create tickets via your website, email, or phone
Incoming tickets are saved and assigned to agents
Agents help your users resolve their issues

osTicket is an attractive alternative to higher-cost and complex customer support systems; simple, lightweight, reliable, open source, web-based and easy to setup and use. The best part is, it's completely free.

Requirements

HTTP server running Microsoft® IIS or Apache
PHP version 5.4 or greater, 5.6 is recommended
mysqli extension for PHP
MySQL database version 5.0 or greater

Recommendations

gd, gettext, imap, json, mbstring, and xml extensions for PHP
APC module enabled and configured for PHP

Deployment

osTicket now supports bleeding-edge installations. The easiest way to install the software and track updates is to clone the public repository. Create a folder on you web server (using whatever method makes sense for you) and cd into it. Then clone the repository (the folder must be empty!):

git clone https://github.com/osTicket/osTicket

And deploy the code into somewhere in your server's www root folder, for instance

cd osTicket
php manage.php deploy --setup /var/www/htdocs/osticket/

Then you can configure your server if necessary to serve that folder, and visit the page and install osTicket as usual. Go ahead and even delete setup/ folder out of the deployment location when you’re finished. Then, later, you can fetch updates and deploy them (from the folder where you cloned the git repo into)

git pull
php manage.php deploy -v /var/www/htdocs/osticket/

Upgrading

osTicket supports upgrading from 1.6-rc1 and later versions. As with any upgrade, strongly consider a backup of your attachment files, database, and osTicket codebase before embarking on an upgrade.

To trigger the update process, fetch the osTicket tarball from either the osTicket github page or from the osTicket website. Extract the tarball into the folder of your osTicket codebase. This can also be accomplished with the zip file, and a FTP client can of course be used to upload the new source code to your server.

Any way you choose your adventure, when you have your codebase upgraded to osTicket-1.7, visit the /scp page of you ticketing system. The upgrader will be presented and will walk you through the rest of the process. (The couple clicks needed to go through the process are pretty boring to describe).

Upgrading from v1.6

WARNING: If you are upgrading from osTicket 1.6, please ensure that all your files in your upload folder are both readable and writable to your http server software. Unreadable files will not be migrated to the database during the upgrade and will be effectively lost.

After upgrading, we recommend migrating your attachments to the database or to the new filesystem plugin. Use the file command-line applet to perform the migration.

php manage.php file migrate --backend=6 --to=D

View the UPGRADING.txt file for other todo items to complete your upgrade.

Help

Visit the wiki or the forum. And if you'd like professional help managing your osTicket installation, commercial support is available.

Contributing

Create your own fork of the project and use git-flow to create a new feature. Once the feature is published in your fork, send a pull request to begin the conversation of integrating your new feature into osTicket.

Localization

The interface for osTicket is now completely translatable. Language packs are available on the download page. If you do not see your language there, join the Crowdin project and request to have your language added. Languages which reach 100% translated are are significantly reviewed will be made available on the osTicket download page.

The software can also be translated in place in our [JIPT site] (http://jipt.i18n.osticket.com). Once you have a Crowdin account, login and translate the software in your browser!

Localizing strings in new code requires usage of a few rules.

License

osTicket is released under the GPL2 license. See the included LICENSE.txt file for the gory details of the General Public License.

osTicket is supported by several magical open source projects including: