Sodium Helpdesk: Department Management



  • On the helpdesk, the "Department" of a ticket is currently a "write in" field. This should be a managed drop down that is pre-defined and standard. You don't want someone making "IT", "MIS", "Tech", "InfoTech" and "Information Technology" all for the same department. It will be impossible to search. You want a straightforward list that the organization defines ahead of time that you can just choose from.



  • @scottalanmiller said in Sodium Helpdesk::

    On the helpdesk, the "Department" of a ticket is currently a "write in" field. This should be a managed drop down that is pre-defined and standard. You don't want someone making "IT", "MIS", "Tech", "InfoTech" and "Information Technology" all for the same department. It will be impossible to search. You want a straightforward list that the organization defines ahead of time that you can just choose from.

    Very true, honestly this is likely already on our list of things to do but if not I'll make sure it gets added.



  • Should users (contacts) be part of departments? Does that make it more powerful, more confusing, or more limited?



  • Maybe "Department" should be a sub-category under "Organization" and when showing "Contacts" from which to choose the ones that belong to the department chosen get shown at the top and others from the organization are below them?



  • This is where osTicket puts department...

    0_1502531269656_Screenshot from 2017-08-12 04-47-31.png



  • I think that department is generally used as kind of a general purpose organizational tool that different companies approach in different ways. Keeping it looks (and maybe making it optionally not appear) would make sense.



  • What are likely departments for people to choose...

    • IT
    • HR
    • Operations
    • Finance
    • Facilities
    • Catering
    • Core Management
    • Sales
    • Marketing
    • Security