New Message Alert + New Ticket Alert for whole department

cybersamuraj

Hey there friends! Could somebody be kind to explain a newbie whether it's possible to make osTicket to send New Message Alert to a whole Support Department of 6 people? I don't mind it being an alert to a team, or to a department, etc. From what I do see, the only way to get "general" alerts here is to make it for a team.
Therefore, I created a team and made a filter autoassigning new tickets to a whole team, and it worked.
BUT as it is mentioned in New Ticket Alert note, it won't be working if tickets are autoassigned by filters. So, now my workers get only "message" or "ticket" alerts. But obviously we need both as we don't work with claimed tickets individually, but have only 1 worker on duty for a shift.
Well, then, everybody started to get "assigning" alerts, and I thought it wouldn't matter as it's now working the same as "new ticket" alert. BUT it's impossible to include ticket message in this type of template as it just doesn't work as non-base variable.
Could somebody please assist me with finding the way to let 6 people get BOTH:
a) Any alert about new ticket with ticket content mentioned in it
b) Any alert about appearing of a new reply in any ticket?
As now I have to choose between of them?
P.S. Please, don't be rude as I'm not native speaker and nobody in my team has any knowledge of osTicket to help. Not a technician at all as u could see from written above :С

ntozier

cybersamuraj BUT as it is mentioned in New Ticket Alert note, it won't be working if tickets are autoassigned by filters.

Teams are intended for people from multiple departments to work on the same ticket. It does not sound like you need to use Teams at all.

I do not use teams and my system sends out all the alerts that you have mentioned to the people in the department.

You are correct in that the Ticket Assignment Alert does not send the ticket body, it sends the %{comment} from the transfer command.

cybersamuraj

ntozier Hey there! Thanks for taking time to give me some suggestion on this! That's what I was primary worried about - why doesn't system just send message alert to everyone just like in yours case. But when checking the rules for it, looks like it's not supposed to at all - as in New Ticket Alert we have "to all members", and in New Message Alert we don't. Per message alerts, the only way to get multiple alert to some people is to get a team, as we can't have multiple department manager or last respondents... Do I have to ask our tech department to use any older version to make it possible or we are using the same?

ntozier

Ohhh I see what you are saying.

We setup a fake department manager account. The email for that account is our internal IT Team mailing list email.
So the announcement goes to Department Manager, which in turns goes to the mailing list.

randymts

Hi,

I was thinking the same thing but I was wondering has there been any updates that allow us to have everyone receive an email for New Message Alert. It is really annoying having employees just started at the ticket screen

ntozier

randymts It is really annoying having employees just started at the ticket screen

I don't know what this means.
My Agent account doesn't start at the ticket screen, it starts at my Assigned to me queue.
Agents can control where they go in their profile.