Collaborator Support (CC)
In addition to the ticket owner, other end users can be collaborators on a ticket. Responses received from them are integrated automatically into the ticket thread, and emails are sent to all collaborators when new messages and responses arrive into the system. All collaborators have access to the ticket via the client portal and are able to log new messages.
Plugin management system
osTicket supports plugins via a (currently undocumented) simple plugin API and interface. Plugins can be written and distributed as files or unpacked via ZIP archives, or distributed via PHP PHAR files. The plugin system is developed in hopes of adding extensibility to osTicket without significant overhead. Initially, two "classes" of plugins are supported: authentication, and file storage.
Pluggable authentication
Staff members can now be authenticated against a backend other than the osTicket internal database. Available immediately is integration with LDAP (RFC-2307) and Microsoft® Active Directory. The initial authentication system also support user lookups, so when browsing for new users when creating tickets, your directory server will be queried for users and email addresses.
Pluggable attachment storage
Attachments can live outside the database again. You can now write or install a plugin to store your attachments somewhere other than in your database, and osTicket will use the backend to store and retrieve (or redirect to) your attachments. We've initially made a plugin available to store attachments on the filesystem and plan on adding an Amazon S3 plugin very soon.
Internationalization, Phase 1
Select your default data on installation, and select the language preference, as a staff member, for the help tips. You can also now select the language of the email templates when creating a new template. The templates for that language will be used instead of the English ones where translated versions are available.
Minor Enhancements
- Clients can update their profile information on the web portal
- Clients can update ticket details (if enabled)
- Custom ticket-details fields are included in ticket queue exports