Subticket Manager
osTicket plugin for parent/child tickets: panel in the ticket view, link and unlink by ticket number, subtickets with auto-linking, queue indicator, overview page and AJAX interface.
Subticket Manager
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This documentation always describes the latest published version.
Overview
osTicket already stores parent/child relationships between tickets in the ticket_pid column but offers no user interface for it. The Subticket Manager adds one for agents: a panel in the ticket view to link, unlink and create subtickets, a badge and an icon for parent tickets in the queue, and an overview page of all relationships.
The plugin manages relationships, not a workflow: it does not close, move or assign tickets automatically. The relationships live in the osTicket column
ticket_pid, not in tables of their own.
graph LR
A["Ticket view in the staff area"] --> B["Panel via signal object.view"]
B --> C["scp/ajax-subticket.php"]
D["Ticket queue"] --> E["queue-indicator.js"]
E --> C
C --> F["HierarchyService"]
F --> G["ost_ticket.ticket_pid"]
Documentation
| Page | Content |
|---|---|
| Installation | Release ZIP or Git with Composer, activation, files in scp/, update, uninstall |
| Configuration | The one effective option, fields without effect, debug mode |
| Usage | Panel, create a subticket, link, unlink, queue indicator, overview page, permissions |
| AJAX API | Actions of ajax-subticket.php with parameters and responses |
| Extending and Integration | PHP methods, signals, working with API Endpoints |
| Technical Details | Flow, file structure, database changes, rules and limitations |
| Troubleshooting | Symptoms, causes and common questions |
Features
| Feature | Description |
|---|---|
| Panel in the ticket view | Shows the ticket's parent and children above the ticket tabs |
| Parent badge | "Parent Ticket (N Sub-Tickets)" below the ticket heading |
| Link and unlink | Link by the parent's ticket number, unlink from the child or from the parent |
| Create a subticket | Opens the new ticket form and links the result automatically |
| Queue indicator | Code-fork icon with the number of children in the queue |
| Overview page | List of existing relationships (at most 100 child tickets) under Applications → Subtickets |
| Loop protection | Prevents a ticket from becoming its own ancestor (checked up to ten levels) |
| AJAX interface | Actions children, link, unlink, create, batch_parent_status and version. CSRF protection for link, unlink and create, rate limit for children, link, unlink and create |
| Works with API Endpoints | The REST API's subticket endpoints use this plugin's PHP methods |
Requirements
| Requirement | Version | Notes |
|---|---|---|
| osTicket | 1.18.x | Uses the ticket_pid column and osTicket's signals |
| PHP | 7.4 or newer | CI tests 7.4 to 8.3 |
| Database | MySQL or MariaDB | Table prefix ost_ |
| File permissions | Write access to scp/ |
To copy the three plugin files |
| Composer | Git route only | The release ZIP ships the autoloader |
License
GNU General Public License v2, compatible with osTicket. See LICENSE.
Support
Report bugs and questions in the issue tracker. Please include the osTicket version, PHP version, plugin version, browser console errors and the steps to reproduce.