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

Sending alert to external ticket system when ticket is redirected

Dear All,

In our use case, our client has a ticket system. We use OSTicket to gather tickets from the client ticket system and its partners through our interface and redirect the requests to our internal departments and our partners.

Therefore we are using much the functionality of transfering tickets to departments (our partners or even departments at our partners).

My problem is to notify the client automatically when such as redirection happens. Ideally I would like every notifications to be sent to a specified email address. However, the "Settings > Tickets > Alerts and Notice" section only offers 3 options for "Ticket Transfer Alert":
- Assigned Agent / Team
- Department Manager
- Department Members

How to bypass this limitation?

Thanks in advance,
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Comments

  • Use a mailing list for Department Manager?
  • If I understand well the workaround would be to use mailing lists for every department managers + include the 3rd party email of the external ticket system to each of the mailing lists?

    A bit of a overhead, but I will test :)
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