Hi,
Problem: Last Respondents & Assigned Staff do NOT receive New Message Alerts.
Emails are set up correctly and are working for New Ticket Alerts, yet not for New Message Alerts.
This is the Setup:
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New Ticket Alert: Enabled
Recipients: Department Members (spammy)
New Message Alert: Enabled
Recipients: Last Respondent, Assigned Staff
Here's the process:
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- User writes support Ticket
- - Department Members receive New Ticket Alert
- - - Department Members reply via OsTicket Online Interface
- - - - User receives Ticket Reply
- - - - - User replies via Email
- - - - - - Message is appended to the original Ticket
- - - - - - - not working: New Message Alert is sent to Last Respondent & Assigned Staff
Is there a fix for this available?
If not, which functions are involved in New Message Alert handling?