Howdy, Stranger!

It looks like you're new here. If you want to get involved, click one of these buttons!

In this Discussion

osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

email with "New Ticket Alert"

Hi,

I had one of the tech guys move our old OSTicket system to a new mac 10.8 server. By doing this we upgraded to the latest version of the ticket system.

In the previous version, when a user submitted a tech ticket, myself and the other support guy would get an email entitled "New Ticket Alert". In the email, it would have a copy of the ticket that was submitted and a link to it in the support system.

In this new version, I don't see an option to do this. I do get an email from the ticket system, but it just tells me that a new ticket was opened, but doesn't tell me what the ticket is about, so I have to click on the link and go to the ticket system to find out.

Is there a way to re-enable the New Ticket Alert email to me?

Thanks so much for any advice.

-Mike :-)

Comments

  • edited October 2013
    1. go to Admin panel -> Settings -> Alerts & Notices -> New Ticket Alert

    What do you have here?


    2. go to Admin panel -> Staff -> Department -> YOUR DEPARTMENT

    is "New Ticket" checked?


    3. go to Admin panel -> Emails -> Template -> New Ticket Alert

    What do you have here?

    I have:

    %{recipient},

    New ticket #%{ticket.number} created.
    -------------------
    Name: %{ticket.name}
    Email: %{ticket.email}
    Dept: %{ticket.dept.name}
    Subject: %{ticket.subject}

    %{message}
    -------------------

    To view/respond to the ticket, please login to the support ticket system.
    %{ticket.staff_link}

    Your friendly,

    Customer Support System


    I get emails that look like this:

    Admin,

    New ticket #558592 created.
    -------------------
    Name: MADEUP NAME
    Email: faux@fake.com
    Dept: ITTeam
    Subject: Adjustment

    please terminate Davros.
    forward users email to The Master
    -------------------

    To view/respond to the ticket, please login to the support ticket system.
    http://support.fake.com/scp/tickets.php?id=XXXX

    Your friendly,

    Customer Support System powered by osTicket.
Sign In or Register to comment.