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RSTickets! - Departments

Departments
Departments are used as categories or sections for tickets. You can setup as many departments as you want (eg. Billing, License, Tech Support) and each department has its own way of handling tickets.
  • Name: This is how the department will be named throughout the site.
  • Prefix: Every ticket has its own unique code. This prefix will be used alongside the code, so that a ticket can be easily identified to which department it belongs to. Eg. TECH-0000000001
    Note: For a department to be added, it needs to have a unique name and a unique prefix.
  • Ticket assignment type: The static option means that tickets will be unassigned when they arrive. This way, staff members can select which tickets they can respond to, or an administrator can manually assign tickets to staff members. The automatic option assigns tickets as they arrive to staff members, load balanced. This means that a staff member with the least amount of open tickets assigned will more likely be automatically assigned. If there are no staff members, no tickets are assigned.
  • Ticket generation rule: By selecting sequential, ticket codes start at 0000000001 and will be incremented by 1 with each new ticket. The random option will generate a 10 character code containing both uppercase letters and digits.
  • Priority: The priority field will automatically be set to this when a customer selects this department to submit a ticket.
  • Customer receives tickets by email: When the customer submits a ticket to the department, a copy of the ticket will be sent to his email address.
  • Staff receives tickets by email: When a staff member has been assigned to a ticket automatically, he will be notified by email.
    Note: Emails are not sent if Ticket assignment type is set to static.
  • Upload files enabled for: Everyone: All visitors (registered and unregistered) will be able to attach files to their tickets. Registered Users Only: Only registered visitors will be able to attach files to their tickets. Nobody: Attaching files is disabled.
  • Allowed extensions: If this is left blank, all file extensions are allowed. You can limit the number of extensions by writing each of them on a new line. For eg.
    zip
    rar
    tar.gz
    Note: By allowing extensions such as php to be uploaded you compromise your server security.
  • Notify the following email addresses when a new ticket arrives: When a new ticket is submitted to the department, the email addresses specified will be notified. Each email address should be placed on a new line.
    Use this feature when Ticket assignment type is set to static.
Custom fields are form fields that you setup for each department; this will allow you to receive more information from the submitter in a more organized way. You can setup as many of these as you need.
  • Name: This is the name of the custom field.
  • Caption: The caption of the custom field. This is what gets displayed next to the input.
  • Type: There are many inputs you can select: Text box (will show just a regular text input, one line of text), Text area (a larger text input, several lines of text), Select list (a dropdown with single choice out of multiple options), Multiple select list (a dropdown with multiple choices out of multiple options), Checkbox group (checkboxes with multiple choices out of multiple options), Radio group (checkboxes with single choice out of multiple options), Calendar (a javascript popup calendar that lets you select the date), Calendar and time (a javascript popup calendar that lets you select the date and time)
  • Values: The default value for the input. If the custom field has multiple options (Select list, Multiple select list, Checkbox group, Radio group) you can write the available options here, each option on a new line.
  • Required: Sets whether the custom field is required or not. The ticket won't be submitted if the field is left blank.
    Note: If you set a default value, the custom field will get prefilled with it and will submit even if it's set to required. Required only checks if the field is left blank.
Organizing departments
You can setup departments to be displayed in any order you like. Just click on the arrows in the Ordering column to move departments up and down.
You can automatically select a department from the frontend by using departmentId in the link:
index.php?option=com_rstickets&page=add_ticket&departmentId=1
Replace 1 with your own department's id.
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