osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Internal Activity Alerts after ticket has been closed
Noticed new behavior after upgrading to 1.9.7, and not sure if I should report it at github as a bug.
We have an admin that will go into closed tickets and randomly select them for a follow-up survey using a canned response. He sends the survey to the user, but does not reopen the ticket, and prior to upgrading to 1.9.7, the agents were never aware of this unless they happened to go into a closed ticket and saw it in the ticket thread.
Since upgrading to 1.9.7, it seems the new Internal Activity Alert is notifying the agents of the activity on the ticket even though it remains closed. This isn't ideal in our scenario.
And it appears that agents still do not have access to any ticket from a department they do not belong to, even if they had access to it as a member of a team when it was open. So it seems that with the change, they could be getting internal activity alerts on tickets they may not even still have access to anyway since they are closed, and therefore considered not assigned?
osTicket Version v1.9.7 (4be5782)
Web Server Software Microsoft-IIS/7.5
MySQL Version 5.5.39
PHP Version 5.5.23