Hi,
I succeed in installing OsTicket and get it to work. I take a look at the architecture, php code and database. everything is quite common and easily configurable, customizable.
I would split job like this :
- add 1 new extra link "Project" with counter before 'New ticket' link.
- manage listing of 'project tickets" with this new status.
- configure worklow to make 'project tickets' as a final step (cannot longer be resolved or closed).
- configure email notification for this status change "open" to "project".
- add 1 new extra link "Archived" with counter before 'New ticket' link.
- manage listing of 'archived tickets" - closed tickets > 2 years.
Regards