Osticket Plugins Guide

Why you need it: Single Sign-On (SSO). What it does: Allows agents to log into osTicket using their Google Workspace, Microsoft Azure AD, or Okta credentials. No more separate passwords. Best for: Enterprises with 50+ agents.

Why you need it: The default osTicket SLA system is rigid. What it does: Adds business hour exceptions (ignore weekends), escalations based on severity + department, and automated email threats ("This ticket will escalate in 2 hours"). Best for: Managed Service Providers (MSPs) with strict client SLAs. osticket plugins

Code style: follow PHP best practices and the project’s conventions. Keep code modular and document public methods.

Dependency management: avoid large third-party libraries unless necessary; if used, vendor-lock them or document versions explicitly.

Packaging: distribute as an installer-friendly ZIP with clear README, installation and upgrade steps, and sample config files.

Cause: Cron jobs aren't running. Fix: Many automation plugins require the osTicket cron (api/tickets/cron) to fire every 5 minutes. Verify your server cron is active. Why you need it: Single Sign-On (SSO)

osTicket plugins extend the helpdesk with custom features. Below is a concise set of useful plugin categories, specific examples (where available), and short notes on why you might use each. Code style: follow PHP best practices and the

| Plugin | Purpose | Best for | |--------|---------|----------| | SLA / Escalation Pro | Advanced SLA rules, automated escalations | Meeting response time guarantees | | Ticket Filters + | Complex routing rules (e.g., by email domain, attachment type) | Large organizations | | Custom Fields Manager | Dynamic conditional fields | Complex forms |

Cause: Plugin incompatible with PHP 8.1+ or conflicting with another plugin. Fix:

Slack/Teams Integration: