It appears I’m not the only person using osTicket for internal ticket tracking. The project has come a long way since I started using it, unfortunately most of the advancements are undesirable to my use. The software is geared toward having new tickets represent requests created by or in behalf of a user, rather than a pool of tasks needing assignment to agents. After replacing most of the default department names, groups, help topics, and SLA plans with things more meaningful to my use I was ready to get to work adding tickets. As I was populating tickets I grew increasingly annoyed by the need to fill in my name as the requester for each ticket. This dialog floats over the rest of the page content each time I click New Ticket.
Coworkers in my department already seemed uninterested in the prospect of using an internal ticket system, so I felt compelled to try and iron out foreseeable gripes about the particular implementation before subjecting them to it.