Send notifications to multiple agents when new messages added to Ticket

brianjcohen

I'm new to osTicket. I'm trying to establish a workflow is that similar to ticketing systems such as Jira where one Agent is the assignee but there are other Agents who receive updates as the conversation progresses. This is pretty critical to us, because it allows (for example) a senior engineer or engineering manager to step in if they notice that the assigned engineer isn't getting anywhere.

I tried creating an 'Engineering Managers' team and I have a sample ticket in which a certain Agent and the Engineering Managers team are both simultaneously assigned.

I'm finding that:

When the User emails in replies to the ticket, members of the Engineering Managers team are not receiving notification emails.
Once it's in this state (both an Agent and a Team are assigned), I can't figure out from the UI how to unassign either the Agent or the Team, leaving just the other assigned.

Any help would be greatly appreciated.

Thanks!

KevinTheJedi

@brianjcohen

When the User emails in replies to the ticket, members of the Engineering Managers team are not receiving notification emails.

If the ticket is assigned to an Agent AND Team then only the Agent will be alerted.

Once it's in this state (both an Agent and a Team are assigned), I can't figure out from the UI how to unassign either the Agent or the Team, leaving just the other assigned.

You can unassign an Agent, Team, or both by going to the ticket, clicking More, clicking Release Assignment, checking the box next to whom you want to remove, and save changes. If you do not see the Release Assignment option then you do not have permissions for it and will need to add them. Please see here for more information.

Cheers.