Hi all,
I've been searching around a while on this and haven't run across a mention of it yet, sorry if I've overlooked something. If so, please point me in the right direction and I'll kindly shut up.
The problem we're having is that the customer is only intermittently getting an email when the ticket is assigned to a staff member. It's happening sometimes, but not others, and we haven't found a common point for it. We've got two separate osTicket installs for two different depts (both v1.6 ST) and I've test both of them and haven't been able to get them to produce a customer message.
What I can tell so far is, if a ticket comes in and someone waits 15-20 minutes to assign the ticket and there's no ticket reply to the customer before the assignment, there's a slight chance it'll go out. If a ticket comes in and it's assigned fairly quickly, 3-5 minutes, I haven't seen a message go out yet.
I haven't seen any options around in the setup governing this in the Alerts/Notices/Auto-Responders.
Has anyone else had this issue? Any solutions? Anyone have a suggestion as to a starting point, if not?
Thanks for your time.
