Email Notification when other agents updates ticket not working

karuny

Hi. I am not sure if it is a bug. using osTicket 1.18 but had the same issue previously
We are 3 agents that has full access to our Schools tickets.
When teachers create ticket, we get notification. When they reply we get notification as well. All good
but
When one on our team add internal note OR update ticket we do not get notification.
Conclution:
It seems like of any one who is a support agent update a ticket, notification is not sent out to the person the ticket is assigned to.
If agent updates, customer get notification, and if customer updates, agent get notification.

Can this be a bug or is there a setting i have overseen?
I have enabled notification to all everywhere in the notification tab.
Morten

KevinTheJedi

karuny

Are the Agents sending emails or adding a note via the UI?

Cheers.

karuny

Hi Kevin. Thanks for showing interest.
They add "internal notes" or "reply" on a ticket in the UI.
Example:
Customer 1 rais ticket with Agent 1. Agent 1 get a mail. All good
Agent 2 read the ticket and have info to add. He enter the UI and add an internal note. Agent 1 is not notified.
It seems like Email notification on note and ticket update only fails if done by another Agent.

Regards
Morten

KevinTheJedi

karuny

It shouldn’t if you have the Internal Activity Alerts enabled. Internal Activity Alerts are only sent to the Last Responding Agent, Assigned Agent/Team, and/or Department Manager. The system will not alert the poster; meaning if you post the reply/internal note it would alert all of the above except you.

On Reply/Internal Note we call onActivity() which sends the alerts to the needed Agents. You can see where we call it below:

You can add debug statements in this method to see where it’s returning before sending the alerts.

One question I do have is, is the Ticket Open or Closed when they add the internal note?

Cheers.

karuny

Hi and thanks again for your thoughfull answer.
As you can see I have all the notification enabled, but if any agent add a note to a ticket assigned to a differnet agent, nothing is sent out.

The same thing happens if I as an Agent create a ticket to another agent. The other agent answer the ticket, i DO get a reply. But if i then update the ticket back, no mail is sent to the agent i assigned for it.

I have never seens a mail missing when a client create ticket and agent reply. We can go back and forward and it all works as it should.

I also have this issue on an older version of Osticket we use on a different system, so there we just got used to send a manual mail with link to update when this happened to alert the agent.

I am sorry i am not a real coding guy so its a little hard to trouble shoot code for me, but i am struggeling to trouble shoot this.

The tickets we add notes to are NOT closed but Open

KevinTheJedi

karuny

What do the Ticket's Department's Alert settings look like?

Cheers.

karuny

Hi Kevin
Thanks again for coming back to me.
I am struggeling to find any other alert settings than the one i pasted in above.
Can you give me a hint where to look for "ticket's Department's Alert" Settings?
Thanks
Morten

KevinTheJedi

karuny Admin Panel > Agents > Departments > click the Department > Alerts and Notices > Recipients

karuny

Hi. Thanks again
See attached. Alerts are set on all way around, it seems.
On monday i will do systematic testing with same tickets opened by agent and customer and do testing back and forward to see if more pattern show up as it all seems correct in the settings.
Will update findings
Kind Regards
Morten

KevinTheJedi

karuny

I meant the Alerts and Notices section in the Department's Setting tab. You’ll see a section called Alerts and Notices with an option of Recipients. Make sure this is set to at least Department Members.

Cheers.

karuny

Hi Again Kevin. Thanks for clarify
Yes that has been set to at least deparment members.
I will conduct some thorough testing on this during the week and update again
Regards
Morten