[resolved] Mail Notification for New Unassigned Ticket

schlumpfpirat

Is there a way to customize the eMail alerts, so all department members get alerted, when a new ticket is being created, but unassigned?I want this feature so my agents can pro-actively take care of new tickets quickly when they have some idle time.

ntozier

Admin panel -> Settings -> Tickets -> Alerts and Notices.New Ticket Alert.enable it.Check "Department Members".

schlumpfpirat

Then the Department Members will always get eMails when a new ticket is created, regardless of whether or not it's already assigned, which will lead to people just using a filter to mark all "New ticket"-eMail Alerts as read.There's no need to trigger an eMail alert if a ticket is already assigned.

ntozier

*blink blink*Tickets do not start their life assigned to a Agent... So...Unless you modified the core source files or set up some soft of ticket filters to assign them some how.

schlumpfpirat

A ticket can be assigned to an agent when creating it. Apart from that tickets are automatically assigned if it's configured for a certain Organization.For neither one of those two cases it's useful to throw an email alert.On a side note - when setting up osTicket, I've been seeing your name on quite alot of forum posts, while the answers you delivered were useful in maybe 1/20 cases. Instead of giving stupid arguments, you should try to only comment if you can actually help achieve the desired behavior.

ntozier

Having the notification email go out can be very useful especially in multi homed environments when assigning tickets to member of other departments especially if they do not live in the UI. We do not open tickets pre-assigned to an Agent, but that doesn't mean your use case is some how invalid.Regardless of the use case there is no way to suppress the announcement simply because you have already assigned the ticket to a specific agent unless you go to: Admin panel -> Settings -> Tickets -> Alerts and Notices -> New Ticket Alerts and uncheck Department members. But that will shut off all "New Ticket Alerts" to all department members for all Agents.What you could also do if you want to assign tickets on open is setup a department for sending announcements and one for not sending alerts. Then configure the second department to not send new ticket alerts. You would name them in a fashion so that you can tell the difference by the name. you would pick this department when you do not want alert sent to other department members. You would also probably want to grant access to both departments to agents so that they can see tickets assigned to the other department and agent (helpful for when the agent is on vacation for example).re: "On a site note"You are of course welcome to your opinion. I'm going to have to disagree with your non-scientific "facts". You asked how to do something. I gave you step by step instructions on how to change the setting that you wanted to change. I don't feel that this or my other responses warrant your "feedback". If you wish me to not respond to your threads you can ask me and I will oblige.

sperrow

Back in my day, speaking to a supermod like that got you banned or put in "interesting" user group :)

blueyeguy

@[deleted] agrees with @[deleted]

pcjkollmorgen

Honestly, I'd put ntozier's usefulness at 19/20. We are all human and make mistakes or don't know everything.He works hard, does a heap, and I'm pretty grateful :)

ntozier

Thanks @[deleted] @[deleted] @[deleted]On a personal note: I try to help every person that posts on the forums that isn't a spammer. I do not always succeed, but asking questions, giving advice, talking about the problem can and often does point folks in the right direction.

schlumpfpirat

For anyone looking to achieve this behavior and not doing the absolutely worthless steps suggested in this post:In include/class.ticket.php - at line 1368 (above $msg = $this->replaceVars(...)) add:if(!$this->isAssigned()) { and at line 1421 add the closing tag}Then in Admin Panel -- Settings -> Tickets -> Alerts & Notices -> New Ticket Alert: Enable & Department Members. All department members will now receive an alert for any new ticket that is not assigned to anyone upon creation.

ntozier

Okay. I will close this thread and mark it resolved.