New ticket Notification for agent

roiki

Hi,

I browsed the forum for some time but couldn't really find answer to my problem.

I noticed that when agent opens a ticket on behalf of end-users, non of the Department Members receive a New ticket notification.

When I check the Department Manager under the New Ticket Alert the New ticket notification comes only to the department manager.

Now ... when a User open a ticket all the agent at the department receive the New ticket notification

Is this the expected behavior? what needs to be done to allow New ticket notification when agent open a ticket on behalf of a user

Thank you in advance

OsTicket version = v1.14.3

ntozier

1.14 is old please upgrade to current and re-test.

Is the Agent also replying to the ticket on open?
Do you have claim tickets on response enabled?

ntozier

ntozier Do you have claim tickets on response enabled?

If the Agent is opening a ticket for someone else, and responding and claim on response is on, then the ticket will be assigned to an agent... so the alert is not sent. This is by design.

roiki

Hi and thank you for your response.
i am now running v1.15.2 (cb6766e) and having similar issue.

my setup allow user to view the tickets (now allowing open a new ticket) therefore agent open the tickets on behalf of a user and assign to themself.

I did noticed that New ticket notification is sent if the agent open a ticket on behalf of a user only when the ticket "Assign To:" field is left un-selected

when agent response to ticket an"update" notification is sent to all department agent

issue seems to happen only when creating new ticket

any idea where the problem is?

roiki

ntozier

""If the Agent is opening a ticket for someone else"" - Yes, Agent will always open ticket on behalf of a User.

""and responding"" - Yes, Agent will always response

""and claim on response is on"" - claim on response is enabled but not really needed as Agent will always assign himself as the ticket owner.

the question here - is there a way to workaround it? sending getting email notification to the department or team members on a new ticket should be basic - right?

mariofilho

roiki como resolveu o problema?

roiki

mariofilho
problem did not resolved yet ; problema ainda não resolvido

ntozier

roiki the question here - is there a way to workaround it? sending getting email notification to the department or team members on a new ticket should be basic - right?

Yes, change your work flow.
Open the ticket, and do not reply or assign it.
Then go to the opened ticket and reply./