[Phpgroupware-users] TTS Admin Options

[Shannon Johnson]

I’d like to use the Trouble Ticket System, but right now we can’t because a couple of the options don’t seem to work, or it’s missing a few features. I haven’t put in a feature request yet, because I want to see if anyone on the list has any ideas of how to get around any of our problems.

First, the Owner, Group, and Assigned To fields don’t get disabled when we set them to “disabled” in the Admin options. Actually, none of those settings seem to do anything except the Email Notification, which does work quite well.

Second, we’d like to be able to dictate who’s on the Assignment drop-down menu instead of having everyone in the group available. For instance, we have 2 technical staff people that take care of the tickets as they come in, and only those 2 should appear in the list. Is there any way to say that everyone can submit tickets, but only have those 2 options available in the Assignment field? Or even better, have them select the group (in this case, say Technical Support), and have the system automatically not assign it to anyone, but automatically send a message to the members of the Tech. Staff, along with a message to the person who submitted it.

My initial thought would be to have “submitters” and “administrators” of each group. Then we could assign each individual user to one of those categories. Only the administrators would be able to see all the tickets. The submitters would be able to see only their tickets.

I’m sure we thought of more, but at the moment, I can’t think of them… If anyone has any suggestions on how to get it to work the way we’d like, or how they managed to set it up, please let me know.

Shannon

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Shannon Johnson

IT Specialist II

Mechanical and Nuclear Engineering

Penn State University

224 Reber Building

University Park, PA 16802

Phone: (814) 865-8267

Fax: (814) 863-4848

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