Alerts for user edited ticket?

[Nate_M]

We're using SupportSuite Hosted V3.04.10

The tickets we've created have custom fields and I'm trying to figure out how my staff can be alerted if a user edits one of these custom fields AFTER the ticket has been initially submitted.

For example, the ticket has 3 radio buttons that say APPROVED, REVISE, CANCEL. Typically the user will submit an initial ticket, choose REVISE and give us the needed revisions in a multiline text field. Our staff will make the revisions and post a ticket reply informing the user that the revisions have been made.

After the user has reviewed our changes, they log in to view their ticket and change the radio button from REVISE to APPROVED but they hit the "Update" button since they aren't making a reply. Then, a few weeks later, the user will log in select CANCEL and once again hit the "Update" button...not reply.

The problem is that since a reply is not being posted, just an update, my staff has no idea that the user has made edits to the ticket.

I tried creating an alert in the Staff CP and in the "Alert Actions" section I checked the box called "Ticket Edited". I also checked the box called "Status Changed" as a control. When I changed the status of the ticket, I did receive an email alerting me of the change. However, no matter how many edits I made to the ticket as the user, I never received an email alerting me of those edits.

Am I missing something? Is this a bug? Is this something that's better suited for InstaAlert?

I searched the forum for quite a while and found nothing so any help would be greatly appreciated.

Thanks...Nate