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

Add additional recipient to ticket

Javid_BJavid_B
in Troubleshooting and Problems
Hi guys,

Could you tell me how can I make new ticket send alert not only to end user and assigned agents but also to to another user or someone who is not the agent (like in email cc)?

Thank you for your help
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Comments

  • ntozierntozier
    There is no way to do that with out using email to open the ticket.  (then you CC the person)

    Other wise after a ticket has been opened you can add a collaborator (but they will not get the new ticket alert email)
  • Javid_BJavid_B
    So as I understand I can open new ticket using user email but can't add additional person. Am I right?
    Also as I understand I can only add collaborators after the ticket created. Right?
    If there is possible to add additional person to user could you please show how to do it?
  • ntozierntozier
    Q: So as I understand I can open new ticket using user email but can't add additional person. Am I right?
    A: You can open a new ticket using the UI and cannot add additional recipient.
    You can open a ticket via email and CC as many people as you want, this will add them as collaborators.

    Q: Also as I understand I can only add collaborators after the ticket created. Right?
    A: IF you open a ticket via the UI you can only add collaborators after the ticket is open.

    Q: If there is possible to add additional person to user could you please show how to do it?
    A: I've already answered this.
  • GrizlyGrizly
    Plug for my plugin: https://github.com/clonemeagain/osticket-plugin-mentioner

  • Javid_BJavid_B
    Thank you very much!!!
  • Javid_BJavid_B
    Dear Grizly,

    I've installed your plugin and #mentioner is working great. The mentioner receives email that someone mentioned him in ticket, but @collaborator doesn't work. When I am creating the ticket I wrote in section of Canned Response for example "@collaborator please see this too", the system sends notification email to user, sends email to mentioner but doesn't send to @collaborator also. But in created ticket when I'm entering after creation I see the note that Javid added Test as collaborators and on post reply section I see the collaborator Test. So what is wrong or this is right and plugin works correctly? Should this plugin send the email to collaborators when creating ticket or it adds collaborators for post reply section for further emails?
  • GrizlyGrizly
    Hi @Javid_B, there is an admin option for that, the default follows the same way osTicket handles collaborators:

    Option to Override Notifications: Ensures collaborators get notified about activity in the thread. The default is to only tell them about Messages sent by the thread originator, 
  • Javid_BJavid_B
    Thank you. Understood
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