internal note alert mail sender

a_serain

Hi everyone.
I'm writing for what I think is a configuration issue on our OSTicket installation. We are currently using v1.18.

We configured a department "Dep A" and an email (ticket@ourdomain.org), so that when an user sends a mail to that address, a ticket is automatically opened in "Dep A" (Emails -> Account => New Ticket Settings => Department). Works great. Mail address "ticket@ourdomain.org" is also set as Outgoing Email and Auto-Response Email for "Dep A".
When a ticket is opened by mail, an agent, for example the department manager, can reassign it to another department member. The latter will receive an email from ticket@ourdomain.org, notifying the reassignment. If that operator replies to that email, an internal note is added to the ticket, and the manager recevies an alert. That alert template is the one defined for the department, but mail sender is the Default Alert Mail, not the department outgoing mail. If the manager replies to tha email, no internal message is added to the ticket.

It would be great if the manager and other department agents could receive alerts from ticket@ourdomain.org, so that all of them can manage ticket resolution only by mail, while leaving trace on the ticket. Or if we could define a department specific alert mail.
Is it possibile?

Thanks for your help.

KevinTheJedi

a_serain

We do not support Ticket management via Email for Agents. Only people who can respond to emails are Users. When Agents reply via email the best it will do is add as internal note but not in all cases.

Also, the Outgoing Email for the Department is used for the Replies to Users only; not Agent alerts. All alerts for Agents come from the Default Alert Email. See this example for New Activity Notices to Agents; you can see the email used is the Default Alert Email and not the Department Email.

Cheers.