Any activity on ticket does not send emails after ticket creation

Wynand

Hi,
I have two departments, Security and Operations. Security receives emails from clients to gain access to a site and creates tickets to get approval from Operations. Operations must receive an alert via email to be notified of a ticket assigned to them. However, this does not happen. Only when assigning a specific agent or Team does an email get sent to the agent in Operations.

The assigned agent then changes the status of the ticket to 'Approved' with a reply in the thread and Security must receive another email of this status change and/or reply. No email gets sent to the agent in Security.

I have tested emails being sent from osTicket and successfully receive emails when creating tickets. Just nothing further after ticket creation regardless of subsequent activity on the ticket.

How do I ensure all agents involved in the ticket either via Team or Department gets emails of activity on the ticket?

v1.18.3
All alerts have been enabled in department and teams settings
Outbound emails from osTicket are not being blocked

KevinTheJedi

Wynand

Couple of questions:

When you say you have Security and Operations Departments you mean that in Admin Panel > Agents > Departments you have both of those listed? May seem like a silly question but some people mean Teams when they say "departments" for some reason so we need to clarify here.
You're saying when a Ticket is created it's supposed to be created in the Operations Department, correct? If so, if you look at a newly created Ticket does the Department in the Ticket header say "Operations"? If so, then it simply sounds like alerts are misconfigured somewhere.

I know you've checked the alerts in the Teams and Department sections but did you check the global settings (Admin Panel > Settings > Tickets > Alerts & Notices)? Here is our Alerts Guide that may help identify the various areas to configure alerts.

Cheers.

Wynand

Yes, the "Security" and "Operations" departments are listed under the Departments list in the Admin panel.
Security is supposed to create a ticket, assign it to their own department, and assign it to an agent in the Operations department (preferably to the Operations department itself so everyone in the department gets notified of the ticket being created). Then someone from Operations is supposed to send a reply on the ticket and change the ticket status from "Open" to "Approved". This should then send another email to the Security department to notify the approval.

If there is a better way to achieve this that I am unaware of. I am all ears. It is crucial that Security department receives emails of approval since their attention is occupied by alarms in the control room.

Here are my Alerts options enabled:

KevinTheJedi

Wynand

How about have Security transfer the Ticket to Operations after creation? Then Operations can approve or do what they want then transfer back to Security. The transfer sends a notification to the transferee(s) (ie. in your case the Department receiving the transfer).

Cheers.

Wynand

Thanks, Kevin.

This seems to be working for us. I am using it a bit differently; I am transferring to different Teams instead of departments.

Your feedback is appreciated!