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Title:Ticket Filtering in New Version
Version:NEW
Author:Conrad
Demo:
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Short description:Will there be more options for filtering tickets?


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(Here below you can write additional info, longer description and comments)

In the current version I am running (0.93.1) I have the ability to filter tickets based on categories. Only users who have been selected to view certain categories are notified.

Will the new version expand on this method using multiple fields? ie 2 or more sets of a query?

I am hoping to be able to use one helpdesk for multiple geographic locations within the company. Currently I can filter tickets using the allowed categories so if I make the categories different locations then I can have only those people notified based on the category checked.

I would love to have a subset of allowed categories. So User A can see only tickets marked in allowed categories group1 and then whatever is checked in category group 2 ..kind of an IF-THEN rule.

You can limit allowed categories by individual users in 0.93. If I understood correctly you mean to be able to place users who have access to Hesk into groups and then limit categories for groups?

Can you give a bit more descriptive (actual) example?

I will try. We have multiple company divisions throughout the US. Currently I am running Hesk at only 1 location... so when I implemented Hesk, I created categories based on possible computer problems. Hardware, VPN, Email..etc. because I was the only person handling the problems.

You have such a great script that I was approached about using Hesk for all of the company divisions. They also wanted additional features like being able to assign tickets so I said lets wait till the update is out and see what we can do.

My company has the US broken down into regions and the tech support people are responsible for their region. I would like to change the category name from computer problems to the company divisions. Then limit the users based on their division. This would filter the tickets and send them to the responsible tech. All of this I can do now with version 0.93.1.

This is where I was hoping the new version would help. Once I have the tickets going to the right techs based on the company divisions (currently categories), I would like to filter them again. The user creates a ticket, first picks the division, then picks what computer problem they are having from another list of selections.

So now my first filter gets the ticket to the right division, then I would like to filter the problem as well so then I can limit the technician to see tickets just for their division and then only a specific problem, otherwise they don't see anything.