Support tickets not sent out, but replies are... strange

adam.sn

Hi there;

I just migrated over to HostGator and was on the phone with them trying to fix this for the past hour... also noticed it's a common problem.

I've set up osticket on a VPS and whenever anyone logs a ticket, nobody gets notified, however once I reply to them in osticket they get an update letting them know it's been replied to.

How come osticket sends updates but not the initial ticket number? any clues?

Cheers

- Adam

rosskenny

hi pal.

Just spent the last couple of hours messing with this install.

Got it all working now finally,

Yeah I noticed no email being sent -

Here's how I sorted it -

go to 'settings', scroll down to 'Autoresponders' (Global Setting),

look for 'New Ticket'

'Autoresponse includes the ticket ID required to check status of the ticket'

enable this

This will send them a email as soon as ticket is lodged including ticket id, etc

Hope this helps