Frequently Asked Question

osTicket Enterprise Ticketing System - Release Notes 

Version 1.18.2+ Enhanced Edition 

Release Date: September 15, 2025 
Platform: Server Deployment 
Developer: Amr Matarek 

Release Overview 

This release delivers an enterprise-grade ticketing system based on osTicket v1.18.2 with enhanced integrations, workflow management, and production-ready deployment capabilities. 

Update Cycle History 

July 28, 2025 - Team Workflow Enhancement 

• Team Required Forms with Completion Tracking 

• Status change prevention until form completion 

• Visual workflow indicators and warnings 

• Automatic reassignment controls 

August 5, 2025 - Branch Management System 

• Branch and Equipment Management 

• Router serial number tracking 

• SIM card management system 

• Branch location and user associations 

• Equipment database integration 

August 31, 2025 - API Integration Completion 

• API Integration Management 

• Database-driven API configurations 

• Real-time data loading 

• Multiple authentication methods 

• Built-in connection testing and error handling 

• Live data synchronization replacing manual updates 

September 9, 2025 - Client Interface Updates 

• Enhanced Client Portal 

• Improved user experience and navigation 

• Mobile-responsive design enhancements 

• Real-time ticket status updates 

September 10, 2025 - Export System Enhancement 

• Manual Export System 

• Custom date range selection 

• Email delivery of exported data 

• Comprehensive ticket metrics and analytics 

• CSV format standardization

October 6, 2025 - New serial number column

• Added "Serial Number" column to staff tickets queue
• Displays API dropdown field values directly in the tickets list
• Shows actual values for tickets with API dropdown data and "-" for tickets without.

Key Changes in Final Release 

Removed Features: 

• Manual Branch and Equipment Management system (replaced with live API integration) 

Enhanced Features: 

• Real-time data synchronization through API integration 

• Live equipment and branch data instead of manual database updates 

• Seamless data flow from external systems 

Important Links 

Staff Links: 

• Login: https://osticket.global.com.sa/scp/login.php 

• FAQs Links: 

• OS Ticket - User Manual: https://osticket.global.com.sa/scp/faq.php?id=4 

• Operational Workflow: https://osticket.global.com.sa/scp/kb.php?cid=4 

• Operational Workflow / Operational DIA Workflow: https://osticket.global.com.sa/scp/kb.php?cid=5 

• Operational Workflow / Workflow L1 & L2 & L3: https://osticket.global.com.sa/scp/kb.php?cid=7 

Client Links (Support Center): 

• Login: https://osticket.global.com.sa/login.php 

• Check ticket status: https://osticket.global.com.sa/view.php 

• FAQs Links: 

• Updated Release Note: https://osticket.global.com.sa/scp/faq.php?cid=12 (Will update it after review) 

• Most Frequently Asked: https://osticket.global.com.sa/scp/kb.php?cid=10 

• RMS & Dashboard System: https://osticket.global.com.sa/scp/kb.php?cid=11