Hi have set up os ticket (V1.9.4) and although emails are working when tickets are raised. ie gets sent to admin and department leader they are not being sent to the agents in the department. I have a department called support with 3 agents John, dave and luke who is the department leader. When a ticket comes in it gets sent to Luke as the leader.john is assigned the ticket as the companies account manager and receives an email but dave does not get sent a mail.Any ideas ?
This is by design -- department members do not get alerted when a ticket is auto-assigned. Only assignee and the manager get the alert. The rationale being - why bother Dave when John is assigned the ticket.
OH ok thanks. Then I am confused by the settings in Alerts and Notices.New ticket has the optionAdmin - Ok I understand that and this worksDepartment Manager - Understood and worksDepartment Member - I would have thought this meant all department members would get the noticeThe organisation Account manager - Understood and I am not sure if it works as the in the scenario mention John gets the ticket assigned as he is the account manager and gets notified because the ticket is assigned.So if there is no account manager and there for the ticket does not get assigned will then the member of the department get notified ?RegardsJohnny B
There is a little difference you seem to miss:A new ticket and a new ticket that is automatically assigned to an agent are treated differently ;)So when a new ticket comes into osTicket, your department members only get an alert email when no agent is automatically assigned. To achieve that all members get an alert message, you would need to remove the auto-assignment to John. Then Dave will also get an alert mail ;)
OK thanks. I will work with it.
Very welcome.Additional idea: Create a team with John and Dave and auto-assign tickets to that team, then both get an email too ;)
Thanks again. Will see if this works for us.
The discussion was very informative. I have been searching the solution for the same problem when I send mails for the clients of LINK REMOVED by moderator @[deleted] . Thanks for your help anyway.
