Permissions and Roles

Agent cannot see closed tickets they personally worked on when 'Limit Access exclusively to assigned Tickets' is enabled

When a ticket is closed, osTicket removes all agent and team assignments. Since the agent is restricted to assigned-only access, they lose visibility once the ticket closes. Solution: use Department-based…

Agents with 'assigned only' access lose sight of tickets they personally closed. How do I give them access to their closed tickets?

Switch from 'assigned only' to Department-based access. Add the agent to the relevant department(s). Department access is permanent regardless of ticket status or assignment -- the agent will always see…

How do I sort/find assigned agents/departments more easily when the list is very long due to many disabled entries?

Prefix disabled agents and departments with a full-width unicode character (e.g. Ａ instead of A) to push them to the end of alphabetical dropdowns. This is a UI workaround since…

Agents cannot close tasks assigned to them from another department. Permission shows Close is enabled in their role.

Task permissions are based on the Task's Department, not on assignment or fallback roles like Tickets. An agent must be a member of the task's owning Department to close it.…

When closing a ticket, the team/agent assignment is removed. Agents with 'assigned only' access can no longer see it.

This is by design. Closing a ticket removes all assignments. 'Assigned only' agents only see open assigned tickets. To give agents visibility into closed tickets they worked on, use Department-based…

Disabled agents still appear in admin panel dropdowns when adding agents to a department or assigning access.

There is no setting to hide disabled agents from the admin panel dropdowns. They are hidden in the agent-facing panel only. Workaround: prefix disabled agent names with a special character…

How do I set up automatic routing of tickets from specific organizations to specific departments?

Use Ticket Filters (Admin Panel > Manage > Ticket Filters). Set Filter Rule: Organization / Name > Equal > {org_name}. Set Filter Action: Set Department > {desired_department}. When a user…

When transferring closed tickets to a new department, the tickets get re-opened automatically.

This is by design. Transferring a closed ticket to another department automatically re-opens it. See: https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L2655 -- there is no way to bulk-transfer closed tickets without them being re-opened.

Agents assigned to a Task cannot close it unless they are also a member of the task's department.

This is currently expected behavior -- Task permissions are evaluated based on the Task's Department, not based on assignment fallback like Tickets. There is no workaround other than adding the…

How do I hide disabled agents and departments from admin dropdown menus when I don't want to delete them?

Disabled agents and locked departments will still appear in Admin Panel dropdowns -- there is no built-in option to hide them there. They will not appear in the Agent Panel…