I've been searching around for a while and finally decided to just create a thread in here to see if anyone can help me or possibly point me in the right direction.
My company is running OSticket version 1.4 (old I know). I am trying to avoid upgrading because we have done quite a bit of code modification to tailor the system to our organization and I don't want to have to re-do all of that if I don't have to.
I am having the same issue that many others are experiencing and I am now assuming that it is just the way OSticket was originally written. When anything is executed from within SCP (staff side of OSticket) no alerts are sent out to any of my staff, but the end user does receive an autoreply. When anything is executed from the end user side, my staff and the end user are always alerted immediately. I've come to the conclusion that OSticket is assuming that the staff should already be aware of what is happening with tickets. So it only sends out alerts to staff that originate from the end user, and anything originating from staff only goes to the end user and not other staff members.
Ideally, I would like to have email alerts sent to all staff in the appropriate department, every time a ticket is updated by staff or the end user, and when a ticket is closed.
I have found several supposed code additions (on other websites) to add this functionality, but they are for version 1.6. I tried using them anyway, modifying the code to allow for the differences between the two versions, but I cannot get them to work for me.
Is there any way that I can get the added functionality even though I am running an older version?
Any help would be appreciated. Thanks!
