Regarding getting notified of ticket's changed status.

Nav27

When I am closing the ticket through my company's live osticket panel; I am receiving an email/response from the template; however, when I am testing the same from the local osticket, I am not receiving any such notifications. Why is that; is there any permissions or changes I need to do in admin panel in order to receive it?? Please help.

KevinTheJedi

Nav27

What is the specific email you are getting from the live system? We don't have close notifications in osTicket. So maybe you have a mod or something in the live one?

Cheers.

Nav27

KevinTheJedi , yes, our organization is having predefined alerts and responses, which gets forwarded to the ticket owner as a auto-response; whenever there is any activity on his opened tickets or status is being changed.

KevinTheJedi

Nav27

I'm asking what the actual subject and content of the alert you are getting from the live system is. New Activity Alerts are only sent on Internal Notes and Agent Replies. Maybe you are adding a close message in the live system and not the local system?

Cheers.

Nav27

KevinTheJedi I am putting the close message in both live and local system; Here is a screenshot of it:
When the ticket is closed from live system with the message, I got the following email:

But not when I am closing from local system; though, I can see the message, if I am navigating to that particular ticket under closed tickets, here is the screenshot for that:

KevinTheJedi

Nav27

I see you have mods so I can’t really assist further. I would retest this in vanilla osTicket with no mods and see if that works. Other than that I would check to ensure the notification is enabled at the system level, check to ensure the appropriate recipients are configured, ensure the department is not limiting alerts, etc.

Cheers.

Nav27

KevinTheJedi
Other than that I would check to ensure the notification is enabled at the system level, check to ensure the appropriate recipients are configured, ensure the department is not limiting alerts, etc.
All these can be checked under Admin panel right? If so, where, because I checked and could not find anything.

KevinTheJedi

Nav27

Of course:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.