Email all agents only on high priority?

jasonc

Hi All,I'm setting up osTicket for the first time as a ticketing system for our IT team. We are currently using Outlook and a shared inbox to handle everything so a system like this would be a significant improvement. So far I have figured out everything the way I wanted it, except one little thing.In our IT inbox, we have a rule setup so that any emails that are flagged as "high importance" will be forwarded to the whole IT team as an email alert saying that we need to take action. Any other email would just remain in the shared inbox and no notification would be sent.On the osTicket side, I have "New Ticket Alerts" disabled, and I have enabled the feature to follow "high importance" markings on emails, so they show up in the system as High Priority. The only piece of the puzzle now is to alert all agents when that happens. I figured that I could use Ticket Filters to trigger this, but I'm having a little difficulty.Ideally, we only want the ticket filter to trigger on a new email/ticket and not when changes were made. So the filter I tried setting up is setting Ticket / Priority Level | Equals | High and Help Topic -> Topic ID | Equals | General (I renamed it to this) as the conditions and then Auto-assign To | Level I Support as the filter actions, but apparently this doesn't trigger the filter rule when a new email arrives. I'm not too sure why.Any suggestions on how I should proceed?Thanks,Jason Chambers

ntozier

I'm not sure that I understand what your asking.Your title is "Email all agents only on high priority?"but then you said "I have "New Ticket Alerts" disabled,"If this alert are disabled then it not going to send a new ticket alert to anyone.There is no option in the ui for only alerting on high priority. It's generally all or nothing.

jasonc

Well, I don't want it to email on new ticket alerts with Normal priority, just high priority only. This is why having new ticket alerts disabled, because our inboxes would be very noisy otherwise. I figured that the method I outlined above would trigger an "a ticket has been assigned to you", but I can't get the filter to trigger properly.Does this make sense?

jasonc

In other words, you cannot put conditions on "New Ticket Alerts" so you can filter them on conditions only you want to be alerted on. Only ticket filters allows for that. There isn't a filter actions to trigger your own email alerts, so I figure having the email be triggered on ticket assignment would accomplish the same task I'm trying to do.

ntozier

I think that you can do something about this using ticket filters in the forth coming release 1.10. But right now I dont believe that its an option in the ui.

jasonc

Well, I think I can do this with Ticket Filters and using the "A ticket as been assigned to you" notification, but I'm having problems understanding what some of the filters rules mean.One of the filter rules listed is Help Topic -> Topic ID. I'm assuming this is relation to the help topics that are created. I tried using the actual name for the help topic, and the ID number in the URL for that topic, but it doesn't seem to trigger that particular filter. Can you provide me some guidance on what this is?

ntozier

"Well, I think I can do this with Ticket Filters and using the "A ticket

as been assigned to you" notification, but I'm having problems

understanding what some of the filters rules mean."Ticket filters cannot trigger the default email templates. Also ... you shut them off."One of the filter rules listed is Help Topic ->

Topic ID. I'm assuming this is relation to the help topics that are

created. I tried using the actual name for the help topic, and the ID

number in the URL for that topic, but it doesn't seem to trigger that

particular filter. Can you provide me some guidance on what this is?"It is the Topic ID (topic_id in the database) of the Help Topic. I don't know that what your trying to do would work though since it appears to be a chicken vs egg situation.