Alerts for all department members

rylanj

Hello all,

I'd like to setup osticket to send out an email alert to everyone in a department when the ticket creator or admin responds to an existing ticket. It would appear that this would create a lot of email traffic but that’s how we'd like to set it up. This would allow our support staff to stay informed about the status of all tickets in their department queues. I've looked through the forums for a mod to suit my needs but I am unable to find one.

Thanks in advance.

masino_sinaga

You can set it up from:

Admin Panel -> Settings -> Preferences -> Alerts & Notices -> New Ticket Alert: -> Department Members (spammy)

Admin Panel -> Settings -> Preferences -> Alerts & Notices -> Overdue Ticket Alert: -> Department Members (spammy)

And don't forget to enable first those both setting.

Hope this is helpful. Cheers!

Best regards,

Masino Sinaga

rylanj

Thanks for the reply Masino.

Both those options have been enabled and they do work. I guess I am asking for something beyond those simple settings. Like the New Message Alert setting for Department Manager (spammy). I'd like it to be all Department Members.

enid

me too

i would like this as well... we have a small team that we want to work together on all tickets. has anyone figured out how to do this?

one possibility that i have looked into is setting up the Department Manager e-mail so that it is forwarded to all the Department Members. so far i have been looking into doing this outside of osTicket. it would be much more elegant to be able just to check a checkbox in the System settings.

masino_sinaga

Ouw I see. Understood now. :

Okay then. I will create modification about it. Remind me after the next one or two days from now on in case I forgot.

I will publish it on my blog. So, stay tuned!

masino_sinaga

Done!

Check it out on my blog, the only one article I sent today, October 24, 2009 with titled:

New Message Alert for All Department Members in osTicket v1.6 RC5.

Hopefully this will help you.

Sincerely,

Masino Sinaga

beeman

Hi Masino,

Thanks fo the feature. I would like an addition so that everytime a staff member belonging to a certain department transfers a ticket to another department; all the members of that department would get a mail about ticket arriving in their department. It would be nice if this was not global meaning that the feature can be turned on or off on a department basis since other department might not require it.

Thanks in advance.

masino_sinaga

Your wish is my command!

masino_sinaga

@[deleted],

Now the answer is now available via this post:

http://www.osticket.com/forums/showthread.php?p=10922#post10922(http://www.osticket.com/forums/showthread.php?p=10922#post10922)

Hopefully this will help you.

Sincerely,

Masino Sinaga

russds

The post mentioned above New Message Alert for All Department Members in osTicket v1.6 RC5 does that work with SMTP mail? I have made the modifications, but they don't seem to make any difference. Thanks.

masino_sinaga

Support for SMTP

@[deleted],

Yes. It works also with SMTP mail, since I used the send() function that located in class.email.php file. It is related with the built-in core function of osTicket. I had tested it at mine, and it worked properly.

Sincerely,

Masino Sinaga