We had to blow away our server we had a test of OSticket running on so I had to start again.

I got everything all setup again and everything seems to be working except one thing.

My users submit tickets via the website they can go create the ticket, It will email the user saying that a new ticket was created. The problem is my admin account doesn't get an email saying a new ticket was submitted. I have an admin email setup, I have turned on the notification and selected admin email. Still nothing.

Any help would be greatly appreciated.

Also how can I remove the phone number field?

Also am I able to modify the priority to my own settings. I thought I did it before by changing it in a table in Mysql.

Thanks

To get rid of the phone number field you just have to edit the /include/client/open.inc.php file. From there you can just remove that entire row from the table. It isn't required by osTicket so that would be the extent of it.

Also, what do you mean modify the priority to your own settings? Changing what they are called? Or just what tickets assigned to you are?

As for the email issue, I'm not sure where to start. You already ruled out everything I would have suggested first.

Thanks for the info on the phone. Yeah I want to change the priority to my own wording. I know it can be done as I did it before but I cant remember the table I had to change.

No problem on the email thanks for the reply.

In my installation, it is the ost_ticket_priority table.

priority_id 1 -> Low

priority_id 2 -> Normal

priority_id 3 -> High

priority_id 4 -> Emergency

UPDATE ost_ticket_priority SET priority_desc='<EM><s>_</s>(desired description)<e>_</e></EM>' where priority_id=1;

And so on for the rest.

There is also a priority section, but I think that is more for system functions. Changing the priority_desc should push through for the text level.

If you want to change the ispublic value for the emergency classification you can use the same basic command structure.

how Do i get the priority to appear on the ticket screen again?

Right now Mine only has Name, Email, Topic, Subject, Description.

Got rid of the phone already. Thanks again.

I thought it was just a check box to turn on priority but I could be wrong.

You are correct:

Admin Panel -> Settings -> Tickets -> Check box next to (Allow user to overwrite/set priority)

That will make the priority selectable on the Ticket Submission Form.

thanks found that about 5 min ago. Now I just have to adjust the open inc.php to move the priority up a by Email and we are almost back to normal

Thanks for all your help.

I should just be able to move this section higher up in the Open inc.php right to move the priority higher? When I try and move it I just creates a white screen so I think i am missing somthing. Sorry PHP is new to me.

<?php } ?>

<?php

if($cfg->allowPriorityChange() && ($priorities=Priority:())) { ?>

Ticket Priority:

<?php

if(!$info)

$info = $cfg->getDefaultPriorityId(); //System default.

foreach($priorities as $id =>$name) {

echo sprintf('%s',

$id, ($info==$id)?'selected="selected"':'', $name);

}

?>

 <?php echo $errors; ?>

Are you trying to put it under the email or next to it?

If you want to put it next to it you'll have to edit the whole table to accommodate the new .

To put it under, however, you should just have to copy:

<?php

if($cfg->allowPriorityChange() && ($priorities=Priority:())) { ?>

<tr>

<td>Ticket Priority:</td>

<td>

<select id="priority" name="priorityId">

<?php

if(!$info)

$info = $cfg->getDefaultPriorityId(); //System default.

foreach($priorities as $id =>$name) {

echo sprintf('<option value="%d" %s>%s</option>',

$id, ($info==$id)?'selected="selected"':'', $name);

}

?>

</select>

<font class="error">&nbsp;<?php echo $errors; ?></font>

</td>

</tr>

<?php

}

?>

And move it just below:

<tr>

<th class="required" width="160">Email Address:</th>

<td>

<?php

if($thisclient && $thisclient->isValid()) {

echo $thisclient->getEmail();

} else { ?>

<input id="email" type="text" name="email" size="30" value="<?php echo $info; ?>">

<font class="error">*&nbsp;<?php echo $errors; ?></font>

<?php

} ?>

</td>

</tr>

So it looks like you grabbed just a bit too much and missed just the tail end.

Thank you that's perfect. I was close I just took to much info, Thanks again now if I can get that email issue sorted we are good to go.

Great.

Good luck with that, we had an issue with client-side emails for a bit, but an update fixed that issue.

More Issues

So it seems my email alerts are not really working at all.

If a user creates a ticket they get a notice of the ticket but the admin doesn't. If a ticket is transfered/Assigned no one gets alerts.

If a tech/user respond to a ticket both are alerted.

What am I missing here?

Thanks

Admin panel -> Settings -> Alerts and Notices

What do you have set up in there?

Admin panel -> Staff -> department -> your department

Under Auto Response Settings

are New Ticket and New message checked?

under Alters and notices I have:

New ticket alert Enabled to Admin Email

New Message Alert Enabled to Assigned Staff

New internal Note Disabled

Ticket Assignment Alert enabled to Assigned Staff

Ticket transfer alert enabled to Assigned staff

overdue is disabled

System alerts are on.

We only have one department so under Support Auto response settings

New ticket is not checked

New Message is not checked since both say Disable

Mine is setup as follows Under Alerts and Notices:

New Ticket

enabled

Admin Email (email@address.ext)

Department Manager

Department Memebrs

New Message Alert

enabled

Last Respondent

Assigned Staff

Department Manager (spammy)

(not going to bother listing the rest as I dont think that they are really pertinent.)

I tried enabling "Admin Email" under New Ticket and it worked fine for me.

We have setup our Department Manager's email as a mailing list controlled on our mail server.

Whats your admin email?

Are you using the same address when opening the ticket? If so try using a different one and see what happens.

Having "New Message Alert Enabled to Assigned Staff" means that unless you are the Assigned Staff you will never get an alert for new messages. The same goes for Ticket Assignment Alert and Ticket Transfer Alert.

my email admin is name@company.com

yes when I opened the ticket I used a dummy account, the account got the email saying the ticket was open.

We only have 3 guys in our department, One is the gate keeper for all tickets so the notices need to go to him.

You could just set up a Ticket Filter that automatically assigns all new ticket to him. Then the Ticket Assignment Alert should kick in. That could essentially replace the New Ticket Alert.

It has to be an email setting somewhere because assigning tickets emails never get sent either.

So its not just the new tickets that are the issue.

Admin Panel -> Settings -> Emails -> Outgoing Emails

What is your Default Outgoing Email?