- Written by Super User
- Category: osTicky (osTicket Bridge)
- Published: 06 April 2013
- Hits: 1513
A working installation of osTicket support desk system is required for osTicky (osTicket Bridge) to run. If you are new to osTicket please refer to this page first. After you install osTicket revise carefully osTicket configuration (in admin panel). osTicky reads this configuration and its behavior depends on it.
Once you have osTicket up and running you can proceed to installing and configuring osTicky. You can install the whole package at once using the installer script included (recommended) or manually install the component and additional plugins. (See Plugins for detailed description of plugins functions).
To start using osTicky you have to configure the component. In Joomla backend select "osTicket Bridge" in components menu and go to component "Options". First of all you need to configure the access to osTicket database. This configuration depends on how and where osTicket system was installed. If osTicket tables were added to the same database Joomla is running on, select "joomla" in database location and provide table prefix for osTickets table (normally "ost_"), otherwise select "external". In this case you need to fill in all the fields in "external database" section. These are MySQL server url, username, password and database name. Contact osTicket server administrator if you are not sure about this data.
Another basic setting is the method the new tickets and messages are sent to osTicket system ("Tickets and messages options"). The default destination is "Database". It is recommended to use this option whenever possible as it provides the maximum functionality for the component. The other option ("Email") requires special configuration of osTicket and also results in significant delay in showing your new tickets and messages online (depends on email polling schedule setup in osTicket).
The next two options affect "sticky tickets" only. A special information block is always created with the new sticky ticket. It includes data about page and element associated with the ticket, but may also incude a summary of client's computer configuration. This option may be disabled in "Send Client's System Information" for all tickets. Note that even if this option is enabled in component settings the user may still disable it for the ticket he creates marking the corresponding checkbox in the ticket form.
This information block is always appended to the first message of a "sticky" ticket but you can configure osTicky to also attach a copy of this information as a text file (so that it can be attached to en email message or sent via a file-exchange program - no copy-paste needed).
"Sticky tickets" mode is availiable only if the system plugin is installed, enabled and properly configured.
The last options group is "List Layout". It affects the tickets list view. These settings are standard for Joomla (see Contacts component as an example) and self-explanatory.
User groups permissions are set in "Permissions" tab. Backend actions are: "Configure" and "Access Administration Interface" and present the standard Joomla way of setting access rights to this component in backend. "Create tickets" and "Reply" affect the user priveleges in osTicky frontend. Important: You have to allow "Reply" to "Registered" group and "Create Ticket" to both "Public" and "Registered" to get the default osTicket functionality (recommended). Note that "reply" action setting has no effect for "public" group - a reply is possible only while viewing ticket thread, and to view a ticket thread the user must be logged in.
osTicky component requires a user to be logged in in order to view his tickets and messages. It supports both joomla accounts and osTicket login with email and a ticket number. If the ticket was created in osTicky by a registered joomla user then the user's account email is associated with the ticket. If a ticket is created by a guest (or not logged in user) then the email he or she provides in the ticket web-form is used. The authentication plugin is required to be able to login with osTicket email and ticket ID.
There is a lot of other settings that affect osTicky behavior and functions but they must be configured in osTicket admin panel. For osTicky they have the same meaning as for original osTicket frontend. Refer to osTicket Wiki for details.
Open a Support Ticket if you have problems installing or configuring osTicky.