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

Notice to new ticket owner

RajRaj
edited April 2014 in General Discussions
Sometimes staff forwards support emails to the system to create new tickets and then logs in to SCP and changes the ticket owner from themselves to the client. In such a case, no "Notice" is sent to the new owner.

Is there a way to trigger the "New Ticket Notice" (Notice sent to user, if enabled, on new ticket created by staff on their behalf (e.g phone calls)) being sent to new owner on the "Change of Owner" event?

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Comments

  • Not that I am aware of.
  • Also tried via "filters" mechanism, but no luck.

    From a client perspective, it is important to have this feature.
  • Or your staff could write a simple message to the client letting them know whats going on, you could even set it up as a canned response.
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