question about collaborators

omarijaz

Hi All,
I hope I'm posting in the correct area.
I have recently set up OSTicket cloud and was using it for my dat-to-day tickets.
i need approvals from managers to action tasks and was adding them as collaborators after the ticket was created and reviewed.
It all seemed to be working fine until one day when the collaborators stopped getting email notifications for when they get added to the ticket. This has caused some delays as they are not aware that a ticket needs their attention and goes overlooked.
Not sure what happened but hoping someone can help me out.

Thanks

KevinTheJedi

omarijaz

Are you saying they don’t get an email saying “hey you’ve been added to a ticket” or are you saying they don’t get emails when someone replies or adds a new message?

Cheers.

omarijaz

KevinTheJedi
they don't get emails saying you've been added to the ticket.

thanks

omarijaz

KevinTheJedi
Hey Kevin, any tips for this one?
Still having trouble trying to figure this out

KevinTheJedi

omarijaz

Can you please provide an example email that you used to receive?

Cheers.

omarijaz

Looking into it, I've noticed that none of the collaborators were ever notified when they were added to the ticket.
But got notified when someone else commented on the ticket after they were made cc.

I'm trying to figure out how a user can be notified automatically once they are added as a collaborator.

KevinTheJedi

omarijaz

Okay, I thought so. We don’t have such alerts.

Cheers.

omarijaz

Ah bummer. thanks tho