Due Date, Linked Custom Forms, Custom Form Order and Team Alerts

sbggsdy

We have recently setup OSTicket to replace a previous solution and it looks great with several departments about to use it for their specific requirements. Being able to setup for each of their data collection is quite good with the custom form feature.We have a couple of questions:1. Is it possible to have nested custom forms and if so how is this achieved? i.e. one form may be a master with several smaller forms linked.2. We want to have some Help Topics to have a due date. When I add in a custom form with a due date field (using the variable duedate) it appears in the ticket but does not seem to link to anything. We also notice that when an agent edits a ticket the due date field appears twice - once in the ticket information section and once in my custom form (so obviously we've not got the field referenced correctly). How do we fix this? Or how do we associate a due date on a custom form with the overdue status in the ticket information section? NB: we don't want this on the global ticket information as not everyone will need this information.3. When creating a custom form and linking this to a specific help topic, the custom form appears above the global ticket information form (which we cannot remove according to all the information available). Is it possible to change the order of the overall ticket information and custom form so the global ticket information appears first and then followed by the custom form?4. Finally, I searched through the KB but can't seem to find an answer to

emailing Teams. I've setup several email addresses and they are all

happily retrieving messages and categorising them accordingly. What does

not appear to be working is that when a particular email address picks

up a new message, I want a certain team members group to be alerted /

receive a notification of a new message arrival. The team members are

associated with different departments but are each responsible for

checking / allocating tickets from this general email account. According

to the documentation I should be able to send these types of alerts out

but it is not working - all other alerting is operating as expected. The help topic auto-assign is set to the team and I've also setup a ticket filter but still does not appear to be working. Can you provide some suggestion as to how I troubleshoot this?Thanks.DY

ntozier

You have not provided us with the version of osTicket that you are running so we cannot really tailor a response to your specific setup.1. help topics can add forms to a ticket.2. help topics cannot have due dates. They can have SLAs.3. depends on the version you are running.4. you would have to assign the ticket to the team and have the new message in alerts and notices turned onPlease help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

sbggsdy

Sorry, the version is the latest 1.9.12. Thought I was posing this directly into this version specific area.1. Yes I am adding forms to a ticket but I can only seem to add/select one form at a time where I would like to add several (some of which I use for other purposes) so I don't have to prepare the same form several times with just one or two additional fields.2. Is it possible to then allow the user to set a due date via a custom SLA?3. Running v1.9.12 (19292ad)

— Up to date (as of 12 May, 2016)4. In the Help Topic I have assigned the ticket to the Team (Auto-assign: IT Team, Disable new auto-response: not selected as an example). In the message alerts I have each New Ticket Alert, New Message Alert, New Internal Activity Alert, Ticket Assignment & Overdue Ticket Alert all enabled and each Assigned Team / Agent for each also selected.

ntozier

1. Yes you can only add one form that way. You would have to setup similar forms.2. I am not aware of a way to let users select a due date at all. SLA plans do not provide due dates. They provide a "you have an agreement that this ticket will be taken care of in X amount of time. the ticket is still open and you have passed that time."3. Not in 1.9.12. I believe that functionality was introduced in 1.10 (which is not out yet)4. I understand that you have checked everything under New Message Alert but is it enabled?