message alerts

[spincaster]

if a staff member responds to a new ticket how do we get that message to email other staff members or email at least the department manager?

[dileepa]

Originally Posted by spincaster

if a staff member responds to a new ticket how do we get that message to email other staff members or email at least the department manager?

We also have the same problem, is there a fix for this ?

[masino_sinaga]

Perhaps this will help you:

New Message Alert for All Department Members in osTicket v1.6 RC5

Sincerely,
Masino Sinaga

[beeman]

Hi Masino,

Thanks fo the feature. I would like an addition so that everytime a staff member belonging to a certain department transfers a ticket to another department; all the members of that department get a mail about ticket arriving in their department. It would be nice if this was global meaning that the feature can be turned on or off on a department basis since other department might not require it.

[masino_sinaga]

No problem.
That's a nice idea, I think.
I will create this modification for you.

Sincerely,
Masino Sinaga

[masino_sinaga]

Hi Beeman,

Originally Posted by beeman

Hi Masino,

Thanks fo the feature. I would like an addition so that everytime a staff member belonging to a certain department transfers a ticket to another department; all the members of that department get a mail about ticket arriving in their department. It would be nice if this was global meaning that the feature can be turned on or off on a department basis since other department might not require it.

Actually, this is one of the TO-DO LIST by Peter in osTicket. I knew about it since I saw the explanation about it in transfer() function in \include\class.ticket.php.

Here is the quote about it:

PHP Code:

        /*
        TODO:
            1) Figure out what to do when ticket is assigned
                Is the assignee allowed to access target dept?  (At the moment assignee will have access to the ticket anyways regardless of Dept)
            2) Send alerts to new Dept manager/members??
            3) Other crap I don't have time to think about at the moment.
        */ 


Lucky you, now I have successfully implemented this feature. Okay, please follow this for complete solution:
Alert Destination Department Members of Transfered Ticket in osTicket v1.6 RC5.

I hope Peter will add and also improve what I have done into the next release. Right, Peter?

Sincerely,
Masino Sinaga

[beeman]

Thank you Masino,

You rock The MOD works like a charm.

[peter]

Originally Posted by masino_sinaga

I hope Peter will add and also improve what I have done into the next release. Right, Peter?

The feature is already partially implemented, via internal notes alerts. In the admin panel you can select Last Respondent, Assigned Staff or Department Manager as recipients. I believe the approach is better because it is a reusable system wide alert mechanism with editable email template which can include tickets variables.

That said, I think it can be improved to include all department members and ability to control at department level which internal notes (internal note, transfer note, assignment note ..etc) can be broadcasted.

[s16pt]

Dear Masino,
I've implemented this MOD from your blog.Everything works fine except the mail notification.I got the mail like this "A new ticket #510014 has been transfered to your department (from to )!" . I can't get the department information.Have you seen that before?

Best regards,

[masino_sinaga]

@s16pt,

I have just re-tested that modification, and everything seemed okay.
Here is the email I got:

A new ticket #931052 has been transfered to your department (from Support to Billing)!

Please make sure you have followed all instructions carefully. However, let me know if you still get the problem.

Sincerely,
Masino Sinaga