Issue with Incoming Emails

killobs

Good morning, at the company where I work, we have encountered issues with the agents of a department created in osTicket, all agents receive the email created by a company user, but it is not saved as a ticket in the requests window. I hope I have explained myself well and I remain attentive to any comments.
Thank you.

Please let me know if you require any screenshots that might assist in resolving the issue.

KevinTheJedi

killobs

Sounds like you don't have access to the Ticket's Department but I'm not certain on that because you say you're getting alerts. Make sure you go to the database and find the Ticket in the _ticket table. Next, copy the dept_id value for that Ticket from the _ticket table. Now go to the _dept table and find the Department with id equal to the dept_id value you copied earlier. Now you will be able to see the Department name and go into osTicket UI, login, go to Admin Panel > Agents > Departments, click on the Department, click Access, and make sure the Agents in question have access to this Department.

Cheers.

killobs

KevinTheJedi I have verified and the IDs do match. The problem, as I have delved into it, is that once an email from a user arrives at osTicket, it is moved by the robot to the "completed" folder. After this, it should create a ticket in open requests but it does not; only an email is sent to the users. I have checked with the workers and it is only some of them who receive the email.

killobs

All users have full access.

KevinTheJedi

killobs

What email gets sent to users and agents? If it's a new ticket notification then a ticket has in-fact been created. If you do not see the Ticket then you do not have access or your access may be limited to only assigned tickets.

Cheers.

killobs

KevinTheJedi Hello again, after making some adjustments in the settings, we managed to enable agents to view the ticket within osTicket. Now, the only issue is that ticket notifications are not reaching the agents' email in a timely manner. They only arrive hours later as a delayed ticket, displaying the message "Delayed Ticket Alert" (this delay being set per company configuration).

killobs

killobs Nevermind I was able to fix the problem. For anyone who has the same doubt, go to Settings > Requests > Alerts and Notifications, and then configure it as it goes along.
Thank you @KevinTheJedi for your time!