Hi all,
I have defined a help topic like this:
Topic: help topic A
Status: Active
Type: Public
and i I have a ticket filter like this:
Filter name: help topic A
Target Channel: Any
Filter Rules: Topic ID Equal help topic A
Filter Actions: Send an Email
If I write my own email address i don’t receive any email in response.
Do you know where is my problem? Can you help me?
Thanks,
The issue is with your Filter Rule. You have Topic ID => Equal => help topic A which means you're using the Help Topic Name and not the Help Topic ID. Topic ID means the literal ID of the Help Topic. An easy way to see the ID is to go to Admin Panel > Manage > Help Topics, click on help topic A, and look at the id=xxx attribute in the URL at the top of the browser. (see image below) Once you change Topic ID => Equal => help topic A to Topic ID => Equal => ID and Save Changes the Filter should function properly.
Cheers.
