Hello,I encountered an issue that I am not able to solve.I use the 1.8.1 stock version of OSTicket and I am wondering if I made a bad configuration of the Alerts & Notices or if it is a bug.I explain my problem below:I created a dedicated department.I set a Manager for this department.I created an account for a staff member.I put this staff member in a dedicated group.This group is allowed to access to this department.I checked and the staff member is a member of the department. (users)I checked in the Alerts & Notices the two boxes of the "New ticket Alert": Department Manager - Department MembersWhen I create a new ticket, the department manager receive the alert but the department member not. I do not understand.Could someone try to help me because I am a little bit lost.
The problem that you are describing appears to be very similar to the one described in this thread:http://forum.osticket.com/d/discussion//email-quit-workingPlease add your details to the thread and hopefully it will help the devs troubleshoot this further.
Ok I added the information, hope that will help to find quickly a solution.
I hope so too! Although I personally am not experiencing this issue it seems like its plaguing a bunch of folks.
Hello,Can someone tell me, if he follow the below steps if ha has the same result than me:- Create a staff account with an external email address - Put this account as a member of the Department 001- Create a ticket in the Department 002- Transfer this ticket in the Department 001Do you receive the alert of the Ticket transfer in the external mailbox?ntozier: the patch did not solve my issue. I think it is another one or a bad configuration of myself.
As the problem has not been solved in the new version 1.8.1.2, I will add a few details about my configuration and my issue:My OSTicket informations:I am working with a Microsoft Active Directory under Windows Server 2008 R2 and only one Domain.I have also a Microsoft Exchange server 2007.On my configuration of OSTicket, there are two kinds of staff members. Most of them have an internal mail account on the exchange server and a few ones have an external mail account (like xxxx@gmx.com or something else).I created OSTicket accounts linked to the LDAP and to exchange mail addresses for the internal staff members.I created OSticket accounts with a Local authentication for the external staff.I created a test_department link to mail address on my Exchange server.I checked the boxes Department_Members in Alert & Notices for New Ticket Alert and for TransferWhen I create a new ticket, or when I transfer one ticket from one department to another one, the Department manager (internal or external) well receive the alerts but not the Department members.If someone can try to add in his OSTicket system a new account with an external mail address and set this account as member of a department and say me if this account well receive the alerts, I will be thankful.I have not idea of what can be wrong. Is-it a bug? Is-it a bad configuration? Please help.
It looks like you have it configured correctly to me. You may want to report this on github,.
I have same situation also when I assign the ticket at any person to staff. The email is coming at the person assigned to staff but not a the person whom is opened the ticket
OK I did it.Hope to obtain some help from GitHub.
GitHub linkhttps://github.com/osTicket/osTicket-1.8/issues/717
@[deleted], osTicket doesn't currently support sending activity notices to the end user.@[deleted], I performed the same steps as outlined: Created a second account in my system with a different email address, named one of my accounts a manager, selected to send alerts to the department manager and the department members, and created a new ticket. Then I received two emails -- one to the manager and one to the other member of the department.Am I missing something?
@[deleted]@osticket.comThank, sometimes I think that David Copperfield visit our office and modify the configuration.Indeed, I did not change anything and redo the test and now it is working fine.Sorry to disturb you about that.Thank you for the test. You can close the ticket on GitHub.
