Notification of replys to unassigned tickets

isaiah55 · **Notification of replys to unassigned tickets -** 02-10-2007, 03:27 AM

Hi,

Is it possible to add a feature that allows a user to be notified of replies to unassigned tickets?

When we get a feature request we add it to our helpdesk as an unassigned ticket. It only gets assigned when a developer is working on that area of the software and is looking at including it. However I want to be made aware of client responses to unassigned tickets so that we know if a client has asked on the progress of the item etc.

Currently I could use New Client Reply inside alerts and it would be sent to all staff or I could also be notified of all client replies in a particular category eg. feature requests.
However due to the volume of tickets I really only need to know about those tickets that are unassigned that get a client reply.

Cheers

Isaiah55

supportskins · 02-10-2007, 10:26 AM

I believe this is possible. You need to make sure the Ticket Alerts which you have added is not set to run only for assigned tickets. You need to set "Run Only For Assigned Tickets" to No and it should work as you want it to.

isaiah55 · 09:35 PM

But won't this send me an alert of all replies both assigned and unassigned for that department?

**Jamie Edwards** · 10-12-2007, 08:59 AM

Quote:

Originally Posted by isaiah55

But won't this send me an alert of all replies both assigned and unassigned for that department?

No, the rule that supportskins described will only send notifications on tickets that are assigned to you.

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isaiah55 Offline New Member Posts: 4 Join Date: Sep 2007	03-10-2007, 09:30 PM But won't this send me an alert of all replies both assigned and unassigned for that department? Last edited by isaiah55; 03-10-2007 at 09:35 PM.