Hi, I am using osTicket (v1.10).
Having issue when I am email to register email id to the OSticket.
Then user get 2 emails replies "Support Ticket open"
If I am write in ticket then user get only 1 reply so issue with auto response.
Can anyone please help me out on this.
Can you explain what you mean but "when i am email to register id to osticket"? Generally people open tickets themselves or use the UI to create a ticket for a user. There is really no way to open a ticket for a user via email. BEcause the ticket will be opened for the person that the email is from.
This is my scenario.
support@example.com is configure in Os ticket.
When I am sending email from vijendra@example.com to support@example.com tickets automatic created in OS ticket.
But after tickets generated vijendra@example.com received 2 emails replies like "Support Ticket open"
Thanks.
So in order for a ticket to be opened as "vijendra@example.com" it needs a user account.
osTicket sends a new ticket ticket alert to the user.
Since you also have an agent account, you have new ticket alerts to agents turned on. So it send a ticket announcement to the agent account / department / team. In this case your Agent account "vijendra@example.com" gets the new ticket alert.
I think that your problem boils down to: you are opening a ticket for your User account and wondering why your Agent account also gets the alert. The simple answer is because that's how you have osTicket Alerts configured, and maybe you need to know that User accounts are separate from Agent accounts. You now have one of each. this is working as designed.
I don't have change anything.
Before when we configured user gets only one reply bt from now some days users get 2 reply.
Is any thing change need to be done in settings.
Also attached snap shot of my auto response settings.
Perhaps I am not being clear.
You send an email to the ticket system. Lets say your address is foo@bar.net
This creates a user. The email address for that user is now foo@bar.net. Since Admin panel -> Tickets -> Autoresponder: New Ticket is checked it tells the user (foo@bar.net) that they have a new ticket.
Since you have an Agent account (also foo@bar.net) and you have Admin panel -> Tickets -> Alerts and Notices: New Ticket Alert (Admin and Department Manager) checked if someone opens a ticket to a department that you are the manager for, or if your admin email is foo@bar.net then you will get a notice.
It sounds to me like this is working as expected. So unless you have more information (such as you are not the department manager or site admin) then this is exactly how osTicket is supposed to work.
Can't understand as I am new in OSticket.
Can you please help me if possible user get only one reply that tickets generated
Tell Agents not to open tickets via email.
anyways to resolve it
as we can't stop because its live os ticket and our scenario is only one email is and then its auto generate ticket
There is nothing to resolve.
Users need to open tickets using email or ui.
Agents need to open tickets using the ui.
Agents opening emails via email will always trigger two notices. If you really dont want to use the UI to open tickets then shut off Admin panel -> Tickets -> Alerts and Notices: New Ticket Alert (Admin and Department Manager)
