Hi All,

First off, fantastic product, it works very well and I can see how much hard work has gone in to it. Well done.

We have set up osTicket and all works very well, however there are several members of our support team and while we get notification of new tickets it would be useful to have notification when other members of the support team respond to tickets. This is a potential problem as not all members of the support team work from the same office.

It's very likely this setup is possible, and indeed already documented, unfortunately despite searching these forums and looking in the documentation I can't see how to configure osTicket to achieve the desired results.

1. Is this scenario possible?

2. If so, how do I go about setting it up?

Many thanks

I would suggest searching for the mod which allows staff to claim the ticket. Then check that staff can only see tickets which are either unclaimed, or assigned to them.

You may also need to make sure tickets are not un-assigned automatically... I think there was code that did that, or perhaps it was part of a mod...

Thanks for the reply PRedmond,

That's not quite what I'm looking for. More like some sort of Carbon Copy CC to other members in the support team.

Thanks

Andy

Gotcha - so much like there is an option for "Department Members (spammy)" for 'new tickets', you would like the same for 'new messages'?

I would start by hunting down the code which emails staff when a new ticket comes in. Then I would hunt down the code which emails staff when a new message comes in. Then I would compare the two, and see if it was as easy as copying and pasting the code (which it won't be, but it is nice to think it would!!).

It will probably be fairly similar, and modifying it shouldn't be too difficult, I would guess. Have a go, and see how it works out.

Hi PRedmond,

Thanks, I'll look into hunting down the code. Hopefully it's not too difficult to find and add a CC onto returned emails. Thanks for your help.

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