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alert on ticket open (department)

hello

I'd like to know how should i configure osticket for the following:

Scenario: 
- recibe a phone call, 
- register the ticket by staff on osticket on behalf of user. 
to finish the ticket request; ticket needs to have another department that does not use osticket to do something


so, is it possible to create a, department? on osticket, and when ticket is assigned to this department they recive an email with the ticket information.

is the "department" structure the best fit for this email notification?  or should be better a Team or directly assing to Staf?

as far as I know department is not notified when a ticket is assigned to them...


Comments

  • on the system configuration I see no option to alert department:

    Ticket Assignment Alert
    Status:   Enable    Disable     
     Assigned Staff
    Team Lead (On team assignment)
     Team Members (spammy)
    Ticket Transfer Alert
    Status:   Enable Disable     
     Assigned Staff/Team
     Department Manager
     Department Members (spammy)



    but also.. I do not see the option to add a team email, so... how to notify a team?

  • edited April 2014
    I don't think that you can do either.  Okay let me restart (head cold and medicine makes me loopy). you can setup department transfer notifications.  You cannot setup team notifications... but I think that teams might be alerted anyway if they are part of a department... But it's not something that I have ever really played with.

    My understanding is that:
    • assigning is done to an individual.  So it would alert the individual that they have a new ticket assigned to them if enabled.
    • transferring is to a department. So if you if you have Ticket Transfer Alert: set (and not suppressed in the Admin panel -> Staff -> Departments -> your department) transferring a ticket to the department will trigger the notification.
  • edited April 2014
    Thanks for the hint.

    I think I'll go with the second option, "transferring is to a department"
    issue is that I go to Admin panel -> Staff -> Departments -> your department but I can not see any option regarding Alerts ( I see auto-response, but they are enabled (non marked) and it's not working)
    maybe its an option only in latest realase? osTicket v1.8.1.2 (I have osTicket v1.8.1)

    I have department email properly configured.
    maybe it's becasue I have no members on the department?



    EDIT: on a in deepth llok, I realized that ALERTS can not be configured for the department email:



    Ticket Assignment Alert
    Status:   Enable    Disable     
     Assigned Staff
    Team Lead (On team assignment)
     Team Members (spammy)
    Ticket Transfer Alert
    Status:   Enable Disable     
     Assigned Staff/Team
     Department Manager
     Department Members (spammy)

    So I might need to add to the department one staff; have the department email set as that new staff email; and then activate alerts on ticket transfer alert to Department Menbers...
  • Admin panel -> Settings -> Alerts & Notices -> Ticket Transfer Alert -> Department Members

    And yes you need to have people in a department for them to get the alerts...
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