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

Emails are not getting assigned Members / Agents.

Hello All,

I have installed and configured osticket. Agent is getting email when new ticket is generate, But when Agent or User replied on that ticket then Department Members / Agents didn't getting any type of mail.

My Configuration :
Admin Panel --> Setting --> Alerts And Notices (Enable All)
Admin Panel --> Setting --> Emails --> Email Fetching (Enable)

Can i missing anything?
Any help would be appreciated.
Thanks in Advance. 

Thanks,
Karniv Patel

Comments

  • You have not provided us enough information about your setup to be able to help you. 
    Agent alerts are controled by Admin panel -> Settings -> Alerts & Notices.
    User alerts are controlled by Admin panel -> Settings -> Autoresponders
    How do you have mail setup?
    Have you suppressed emails at the department level?
    What version of osTicket?

    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.
  • edited February 2015
    Osticket version 1.9.5

    My scenario :

    Agent1 : IT Group : Hardware Department
    Agent2 : IT Group : Hardware Department
    Agent3 : IT Group : Software Department
    Agent4 : IT Group : Software Department
    Agent5 : HR Group : Administrator Department

    Alerts and Notices
    Status:   [Tick] Enable Disable    in All
    New Ticket Alert:
    [Tick] Admin Email 
    [Tick] Department Manager
    [Tick] Department Members
    [Tick] Organization Account Manager
    New Message Alert:
    [Tick] Last Respondent
    [Tick] Assigned Agent / Team
    [Tick] Department Manager
    [Tick] Organization Account Manager
    New Internal Note Alert:
    [Tick] Last Respondent
    [Tick] Assigned Agent / Team
    [Tick] Department Manager
    Ticket Assignment Alert:
    [Tick] Assigned Agent / Team
    [Tick] Team Lead
    [Tick] Team Members
    Ticket Transfer Alert:
    [Tick] Assigned Agent / Team
    [Tick] Department Manager
    [Tick] Department Members
    Overdue Ticket Alert:
    [Tick] Assigned Agent / Team
    [Tick] Department Manager
    [Tick] Department Members

    Autoresponder Setting

    New Ticket: [Tick] Ticket Owner 
    New Ticket by Agent: [Tick] Ticket Owner 
    New Message: [Tick] Submitter: Send receipt confirmation 
    [Tick] Participants: Send new activity notice 
    Overlimit Notice: [Tick] Ticket Submitter 


    Now My problem is :

    If any user create ticket for Hardware Department, Then Agent1,Agent2,Agent3,Agent4 got email.
    Now, Agent1 from Hardware Department replied on that same ticket so other department members Agent2,Agent3,Agent4 which have assigned IT Group doesn't getting any mail.

    Can i missing anything?
    Any help would be appreciated.
    Thanks in Advance. 

    Thanks,
    Karniv Patel

  • I am stuck here.
    Please help me.
  • What do you mean by "Agent2, 3, 4 doesn't getting any mail"?

    A) They do not get the reply from Agent 1    or
    B) They do not get any new messages from the end user after the response from Agent 1
  • Hello
    Thanks for reply,

    A) They do not get the reply from Agent 1.

  • edited February 2015
    is the ticket assigned to the team?  because I do not see a mention of them all being in the same team either.
    Because if its not then this appears to be working as expected.
    Groups dont get email.
  • Hello
    Thanks for reply,

    As told you "Group don't get any mail"
    So I, Changed my scenario :

    Agent1 : Hardware Team : IT Group : Hardware Department
    Agent2 : Hardware Team : IT Group : Hardware Department
    Agent3 : Software Team : IT Group : Software Department
    Agent4 : Software Team : IT Group : Software Department
    Agent5 : Administrator Team : HR Group : Administrator Department

    Otherwise, They do not get the reply from Agent 1.
  • I don't think that you understand what I am saying. 
    GROUPS are a security structure to grant permissions... and do not receive email.

    Only individuals (Agents or Users), Departments, and Teams get emails.
  • edited February 2015
    Thanks for reply,

    My Problem is :

    Agent1 : Hardware Team : IT Group : Hardware Department
    Agent2 : Hardware Team : IT Group : Hardware Department

    If Agent1 replied in ticket then Agent2 (which assigned Hardware Team & Hardware Department) didn't get mail.
    Both(Agent1 & Agent2) are in same Team.
    Both(Agent1 & Agent2) are in also same Department.

    Thanks
    Karniv Patel
  • edited February 2015
    My experience has been that all the agents on a team do not get copied on or notified of a reply to the user (unless they are on the ticket as a collaborator). They are however notified of an internal note posted to a ticket. Which I think is the normal behavior for the system.
  • I really wish that the email notification system was based on individual agents and not groups or at least allow the option of one of the other.  I find as we expand the ticketing system to cover more areas and encompass more people that there is a need to control this on more of a micro level.
  • Hello All,

    Thanks for Reply.

    Thanks
    Karniv Patel
  • Hello Everyone,

    Thanks for your cooperation
    But, I am really stuck here,

    My osticket Configuration :
    osTicket Version : v1.9.3
    Server Software : Apache/2.4.7 (Ubuntu)
    PHP Version : 5.5.9-1ubuntu4.5
    MySQL Version : 5.5.40

    My scenario :
    Agent1 : IT Team : Hardware Group : Hardware Department
    Agent2 : IT Team : Hardware Group : Hardware Department
    Agent3 : IT Team : Software Group : Software Department
    Agent4 : IT Team : Software Group : Software Department

    When user create ticket for hardware / software department then all agents are getting email notification, but one of the agent from hardware / software Department replied to that ticket then other agents which are in same department didn't get any mail notification.

    I want mail notification for agents which are in same department.

    Any help would be appreciated.
    Thanks in Advance.

    Thanks
    Karniv Patel
  • Other agents are not copied on replies on tickets to the user unless they are collaborator. 

    And I am glad it works that way. I can't imagine what my inbox would look like if I got a copy of every message sent to every user on every ticket for every team I am a member of. 

    They will need to be collaborators or view the ticket thread to see the replies from other agents.

  • I have a similar issue in that a user will create a ticket and an agent will claim the ticket and post a reply back to the user.  The user will receive the reply and respond back.  That response is added to the ticket but the agent does not receive an email alert letting them know that the ticket has been updated.  Where should I look to fix this issue?
  • @sfuller 
    Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance.  The more information you give us the better we will be able to assist you. Thank you.

    Additionally this thread is from 2015.
    Killing zombie thread with a head shot.
This discussion has been closed.