hello,this is my configuration:https://ibb.co/gevxNpI just wanted to know if there is any way for the account manager to see also the new internal activity alert besides the new message alert.It's completely missing in the Alert and Notices section:
https://ibb.co/bZFsoUBecause in this way the account manager only see the ticket owner questions, and misses what the agent answers. Thanks in advance,enrico
I honestly don't get why I'm not able to insert any image to the body of the message, sorry about that
Admin panel -> Settings -> TicketsClick on the Alerts and Notices tab.Organization Account Manager are available on:-> New Ticket Alert-> New Message AlertIt is not available for New Internal Activity Alert.I'm thinking that it probably should be, but that could get seriously spammy.
thanks for the answer ntozier,I think it should be at least an option.If the account manager wants to monitor a ticket only via mail, he should be able to see the notes on both ends (customer and agent).Of course the drawback is a higher number of emails.Right now we have to manually insert him as collaborator.It works, but this is not the best option IMHO.
The account manager can log into the ticket system and see the whole thing.
of course he can, but not because he received an alert, it would be a sort of "proactive action"We are looking for a way for the account manager to receive an alert when an agent updates a ticket.
Yeah i get that. I was just adding that to your list of how it is handled now.
ok, so there's no way to add this feature in a future release?thanks in advance,enrico
Sure there is. This is open source. Code up the feature and do a PR (Pull Request) over on github.https://github.com/osTicket/osTicketIf the devs like it they will add it to core. If they do not then they will not. But you will be able to easily apply the change to your local version in the future.
