{"id":1238,"date":"2013-05-06T08:00:45","date_gmt":"2013-05-06T14:00:45","guid":{"rendered":"http:\/\/wp.natsci.colostate.edu\/cnsit\/?p=1238"},"modified":"2022-04-25T14:54:32","modified_gmt":"2022-04-25T20:54:32","slug":"new-ticketing-system-for-cnsit-south","status":"publish","type":"post","link":"https:\/\/cnsit.colostate.edu\/kb\/new-ticketing-system-for-cnsit-south\/","title":{"rendered":"New Ticketing System for CNSIT South"},"content":{"rendered":"

UPDATE<\/strong><\/span>: This switch is now complete and osTicket is running live.\u00a0 Let us know if you have any trouble using it!<\/p>\n

CNSIT South will be switching the software used in its online ticketing system!\u00a0 Sometime early this summer we will make the switch from the current Trellis implementation to an implementation of OSticket.\u00a0 Feel free to read all about the new system at http:\/\/www.osticket.com<\/a><\/p>\n

The existing Trellis software worked very well for a time.\u00a0 As our experience with a ticketing system grew, so did our demands of what it should do.\u00a0 Unfortunately, Trellis is not being actively maintained, and therefore we cannot hope to have our needs met there.\u00a0 OSticket has just had major revamping with the promise of more throughout the future.\u00a0 It boasts several very impressive improvements, which I will attempt to itemize.<\/p>\n

Collision Prevention<\/strong> – On an not so rare occasion, you may have received responses from more than one CNSIT staff member within minutes of each other – this is the result of a lack of ticket locking to make sure one staff member knows another staff member is already responding.\u00a0 Not only does this save time for us, it will drastically reduce the level of confusion for the client when receiving multiple email solutions simultaneously.<\/p>\n

Ticket Lifecycle System<\/strong> – Trellis does not have any system in place to set Due Dates or default SLAs on a standard ticket.\u00a0 With OSTicket, we can set this data, and be reminded of events automatically.\u00a0 This will prevent tickets from falling through the virtual cracks (not that this happens – this will just make our job a heck of a lot easier!).<\/p>\n

Email Addresses as Usernames<\/strong> – The current Trellis implementation uses a username and password to identify clients.\u00a0 We had modified the installation to use CSU NetID that auto-detected a CSU @colostate.edu address.\u00a0 This seemed to be the way to do it, until we realized that Trellis would not respond to emails from another address by that user, such as a Gmail account.\u00a0 This caused us to potentially lose responses from the clients.\u00a0 This also forced users to use the site in many cases, when it is often easier to communicate with use via e-mail.\u00a0 We will use OSTicket another way by allowing users to submit tickets with their identifier being whatever email address they actually use – not just @colostate.edu.\u00a0 This also allows us to have clients that do not have CSU NetID, such as prospective students.\u00a0 So, in short, we will no longer use CSU NetID to authenticate, but will accept E-mail Address and Ticket ID.\u00a0 If this doesn’t make total sense, it will once you use the system.<\/p>\n

There are other features we CNSIT staff are excited about that you (as clients) won’t necessarily care about – so I won’t mention them here.\u00a0 In any event, the new system is a big step up, and we are really excited about it.\u00a0 Please let us know what you think, and whether you have any questions or concerns!\u00a0 Thanks!<\/p>\n","protected":false},"excerpt":{"rendered":"

UPDATE: This switch is now complete and osTicket is running live.\u00a0 Let us know if you have any trouble using it! CNSIT South will be switching the software used in its online ticketing system!\u00a0 Sometime early this summer we will make the switch from the current Trellis implementation to an implementation of OSticket.\u00a0 Feel free […]<\/p>\n","protected":false},"author":2,"featured_media":615,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-1238","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general-cnsit"],"_links":{"self":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts\/1238","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/comments?post=1238"}],"version-history":[{"count":1,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts\/1238\/revisions"}],"predecessor-version":[{"id":4461,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/posts\/1238\/revisions\/4461"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/media\/615"}],"wp:attachment":[{"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/media?parent=1238"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/categories?post=1238"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cnsit.colostate.edu\/kb\/wp-json\/wp\/v2\/tags?post=1238"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}