Notify Staff on Ticket Close

krtech

Is there a way to notify/copy the dept when tickets are closed? The user receives the alert, but staff does not. osTicket v1.8.0.2

ntozier

Well the ticket would be marked closed and not show up in the open (or my tickets) queue. But I get the feeling that your asking that an email be sent to the department when a ticket assigned to that department is closed. The answer to that is not currently through the ui. Although I'm not real sure why you would actually want to. :)

krtech

Management wants to see the staff response on close. Yes, we're looking to notify the user as well as copy staff by email on ticket close.

ntozier

The easy way would be for management to log into the ticketing system, click on closed tickets and scan each one in one central location (and not X emails). You could also contact the folks over at Customization Services at http://osticket.com/customization

andrewl

Typical operational environments require a level of automation that does not require managers etc to have to scan through closed tickets. Is customisation the only way to achieve this?

ntozier

Andrewl: So let me get this right... you think that it makes more sense to require managers to scan through hundreds of emails to find a reply instead of going to the source (the ticketing system)? That really does not make any sense to me.Yes customization is the only way to achieve what krtech asked about.