Collaborators (2)

sf395

With reference to my last ticket entitled "Collaborators", I had tried that but it only allowed me to add external collaborators from the "Search existing users" option, not internal staff users.If I want to add one or more collaborators who are staff osticket users I have to add the email address and name "by hand". Sometimes this works but sometimes it complains that "Email is assigned to another user"When this happens I check the ost_user and ost_user_email tables and find that the error is not true: there is only one person called "Joe Bloggs" with an email address of "joe.bloggs@mycompany.com"

korhojuh

We are experiencing same issue: we need to inform multiple staff members when replies and internal notes are added to a ticket. I think this is do able with groups and departments but we would need to make multiple groups to cover most possibilities.Right now we need to make "client copies" of our staff for notifications. Of course with this staff members won't get notifications from new internal notes which is unfortunate.

peter

Collaborators is meant for external users and partners - we're planning on adding a ticket subscription model for staff to get notifications.

sf395

Thanks. We currently have a live 1.6 ST system and I have added TO, CC and BCC fields to posts, and CC and BCC fields to internal notes and re-assignments. These are intended for both customers (so that a post can be sent to two or more customer contacts) and for internal staff (posts, internal notes and ticket re-assignments). I was hoping that collaborators could be used for internal members of staff.However, I still want to be able to alert, on an adhoc basis, internal members of staff with regard to both posts, internal notes and re-assignments, i.e. being able to set TO, CC & BCC fields is still very useful as these can be added to on an adhoc basis rather than having to maintain the collaborators list.