Setup can be seen in the screenshots.
The agent is the account manager for the organization test.org.
The Admin Panel -> Settings -> Tickets -> Autoresponder has all checkbox set.
How it works in the original state of the software (this is what i observed):
User ost2 creates a ticket trough email to monitored emailaddress.
User ost2 get an email noticing that a support ticket was opened.
Agent got an alert "New Ticket Alert"
Here stops all processing, no more emails are sent.
In this case user ost1 does not know about the ticket until he enters the osticket portal.
If user ost1 posts a reply to the ticket in the web portal, all other users get a notification email about the response.
If somebody (be it an agent or an user) responds to the ticket by email nobody will get any message/notification about the response except the person who sent the response.
How it works after i modified that include/class.ticket.php file:
If somebody (not agent or account manager, to whom tickets are assigned) answers by reply to email, everybody will get a notification email about the answer.
This is what i want to achieve: if something happens on a ticket, every collaborators will get a notification.
Hans.
