Communication Setup for Sender-Supplier Interaction

ephemeral

Hello,

I'm currently working with osTicket v1.18 on a Linux Ubuntu 22.04 server, and I'm aiming to streamline communication between a sender (mailbox@example.com) and a supplier (supplier@example.com) using osTicket as an intermediary.

Here's the specific functionality I'm looking to achieve:

When emails are fetched and automatically generated from the sender's mailbox@example.com, I want an auto-response to be sent back to both the sender and the supplier's mail (supplier@example.com).

Both the sender and the supplier should be able to respond to the auto-response email, and their responses should be attached to the same ticket.

Notification emails should be sent to both the supplier and the sender whenever any new information is added to the ticket.

I've made progress using the following method:

Created an organization with supplier@example.com as the primary contact, with the "add primary contacts to all tickets in this organization" option selected.

Implemented a filter, details of which can be found in the following screenshot:

Currently, when I send an email to mailbox@example.com, both the sender and supplier@example.com receive emails, allowing them to respond and have their messages attached to the same ticket. However, the issue arises when either the sender or supplier@example.com replies; there is no notification email sent to the other party.

I understand that this might not align with the typical use case of osTicket, but I'm curious if there are alternative configurations or methods to achieve this desired communication setup.

I would greatly appreciate any feedback or suggestions on how to enhance this setup. Thank you!

KevinTheJedi

ephemeral

You need to ensure you enable the option "Participants" for the "New Message" Autoresponder:

This way, the Collaborator(s) on the Ticket will receive an update alert when others (User/Collaborator(s)) add a new Message to the Ticket.

Cheers.

ephemeral

These are already ticked, here are all my settings:

email settings:

Department settings:

Filter Rules:

Filter Actions:

Whenever I respond to the mail sent out by the filter condition, there is no emails sent to notify the collaborators on the ticket. I've tried to respond from both the sender and the recipients, same result. I do receive the confirmation email that the message is registered, but collaborators are not receiving anything.

Edit: I've also noticed collaborators do get notifications when a reply is posted directly from osTicket. But not when information is added via email fetching.

KevinTheJedi

ephemeral

Don’t respond the the filter email, instead, reply to the actual email alert and see if that works.

Cheers.

ephemeral

Thank you for the previous responses. Then I will also have to ask: Is it possible to set up an automated system where a ticket received from 'random@email.com' triggers an autoresponse directed to a specified email address other than the submitter, i.e 'supplier@email.com'? Additionally, could this setup allow for responding to that email and having both collaborators and department members be notified?

KevinTheJedi

ephemeral

You can create a Ticket Filter, set whatever criteria, and set the Action to Send Email. I'm not 100% certain if the headers will include the appropriate message-ids to link back to the Ticket but you can give it a try.

Cheers.