Collaborators feature: not working? or not working as I expected?

molul

Here's one thing I thought I might do with the collaborators feature:1.- A customer (customer@gmail.com) sends an email to one of the staff members (someguy@mycompany.com).2.- "someguy" replies to the email CC'ing osTicket's email address (support@mycompany.com)3.- A ticket is created. 4.- Both collaborator and the "someguy" receive an email about it.5.- The ticket is assigned to someotherguy@mycompany.com.6.- "someotherguy" replies.7.- Both someguy and customer receive emails.But currently only "someguy" receives the email, so it's like the collaborator is not allowed to collaborate. Is it an option to be enabled, a bug, or is it how it was planned?Thanks in advance!

ntozier

Honestly I haven't played with Collaboration yet so I do not know the answer to this. I'll ask Jared and Peter to respond to this thread. :)

jared@osticket.com

What users are added to the collaborator list for the ticket created?

molul

Thanks for the quick reply! Added users are both "someguy@mycompany.com" (as ticket owner) and "customer@gmail.com" (as collaborator). Only "someguy" receives the email, as the owner he is. The collaborator doesn't get anything unless I mark him as owner.

ntozier

I tested this last night on my production system. I have a ticket that was opened by: user1@domain.orgI added user2@domain.org as a collaborator.I then updated the ticket.user2@domain.org received the email as expected. (I had her forward the email to me so that I could see it.)Can you check your "customer@gmail.com" junk and/or spam boxes?Or can you check your mail server to see if the email is being logged?

molul

Thanks a lot ntozier. However that's not exactly the workflow described in my opening topic. I'm going to put it shorter in this post:1.- CUSTOMER sends an email to STAFF1 (someone at my company) asking for support.2.- STAFF doesn't know how to help CUSTOMER, so he replies the email (from Thunderbird or Outlook) adding SUPPORT email (the email address used for piping in my osTicket installation). He wants to be aware of the issue evolution, so he'll own the ticket.3.- A ticket is created, with STAFF1 as the owner and CUSTOMER as a collaborator. That works like a charm :)4.- The osTicket administrator assigns the ticket to STAFF2 (a technician who knows exactly what to tell to CUSTOMER).5.- STAFF2 replies from osTicket.6.- (This is what's working wrong, in my opinion): STAFF1 receives an email notificacion, but CUSTOMER (the collaborator) doesn't.I can't check my mail server right now, but I'll do first time monday morning :) Thanks a lot for your time again!

ntozier

That's a much better explanation of your work flow. Thank you for clarifying. I'll test this on my installation and see if I can't confirm it.

ntozier

I'm not able to reproduce what your reporting. Here is what I did.1. I emailed from my gmail account (me@gmail.com) to my staff email account (myname@company.org).2. I then logged into my myname@company.org account and hit reply. I added tickets@company.org in the to field.3. this created the ticket as expected. and added me@gmail.com as a collaborator.4. I signed in as my staff account in osTicket and assigned the ticket to my coworker Brendan.5. I asked Brendan to login into osTicket and update the ticket using his staff account.6. He did so. I received update emails that the ticket was updated to both me@gmail.com and myname@company.org.Did I miss anything?

molul

No you didn't. You did exactly as I did. I guess I'll have to check my email server log to see if something went wrong. Thanks again for your time and sorry for wasting it :(

ntozier

I'm going to leave this thread open for now, please follow up and post your findings here. And you're very welcome for the time. :) Have a great weekend.

molul

You too!

molul

Well, I don't know what happened last week, but now it works without having to do anything. Now I'm more sorry to have wasted your time XD Thanks for your patience!

ntozier

@[deleted],No worrys! I'm glad that you have things working. I'll put another ticket in the small victory column. ;) I'm going to close this thread but do not hesitate to post again if you have another question.