Notifications from everyone to everyone in a department

PetrG

osTicket:v1.18.1 (0375576)
Apache/2.4.52 (Ubuntu)
MySQL 8.0.37
PHP 8.2.20

Hi, I have a question about internal notifications.

Current setup:
I've created a distribution group as the "head of department" to ensure all agents receive notifications.
This works well for new tickets and messages from users, so every time everyone in a department gets an e-mail with body and attachment of said message.
The issue occurs with internal messages from my own department agents.

Problem:
When an agent in my department posts a new message to a ticket, everybody gets notification that only indicates a new internal activity without including the email body or attachments.

Is there a solution which would send a complete message with attachment to everyone in a department regardless the sender (user or agent)?

Thank you very much!

KevinTheJedi

PetrG

Natively, no, the only recipients available for Internal Activity Notice are Last Respondent, Assigned Agent / Team, and/or Department Manager. In your case however since your Manager is a distribution list you can enable the alert for the Manager and everyone should get it. Additionally you can modify the Internal Activity Notice to add the %{note.message} variable to add the Response within the Template.

Cheers.

PetrG

Thank you for your quick response. I tried using %{note.message} the template for internal message - no joy I am afraid. It says "not in this context" 🙁
You see we have some outside company (outside agent) to participate in solving certain cases from our users so it is important for other agents to get their response in e-mail and vice versa. Outside company do not have access to our internal website for osTicket.

Thanks

KevinTheJedi

PetrG

The error message is fine. It will still work. I literally tested it right before posting the above to make sure.

Cheers.