Hi,

I had one of the tech guys move our old OSTicket system to a new mac 10.8 server. By doing this we upgraded to the latest version of the ticket system.

In the previous version, when a user submitted a tech ticket, myself and the other support guy would get an email entitled "New Ticket Alert". In the email, it would have a copy of the ticket that was submitted and a link to it in the support system.

In this new version, I don't see an option to do this. I do get an email from the ticket system, but it just tells me that a new ticket was opened, but doesn't tell me what the ticket is about, so I have to click on the link and go to the ticket system to find out.

Is there a way to re-enable the New Ticket Alert email to me?

Thanks so much for any advice.

-Mike :-)

1. go to Admin panel -> Settings -> Alerts & Notices -> New Ticket Alert

What do you have here?

2. go to Admin panel -> Staff -> Department -> YOUR DEPARTMENT

is "New Ticket" checked?

3. go to Admin panel -> Emails -> Template -> New Ticket Alert

What do you have here?

I have:

%{recipient},

New ticket #%{ticket.number} created.

-------------------

Name: %{ticket.name}

Email: %{ticket.email}

Dept: %{ticket.dept.name}

Subject: %{ticket.subject}

%{message}

-------------------

To view/respond to the ticket, please login to the support ticket system.

%{ticket.staff_link}

Your friendly,

Customer Support System

I get emails that look like this:

Admin,

New ticket #558592 created.

-------------------

Name: MADEUP NAME

Email: faux@fake.com

Dept: ITTeam

Subject: Adjustment

please terminate Davros.

forward users email to The Master

-------------------

To view/respond to the ticket, please login to the support ticket system.

http://support.fake.com/scp/tickets.php?id=XXXX

Your friendly,

Customer Support System powered by osTicket.

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