Bugs in Alerts, Menu and Dept configs

[netgroup]

Hi,
I've submitted this to kayako bugs team via the admin area, but also thought I should post it here for others to advance or comment on.

For me, this started off as a menu bug and then progressed to include all of the other problems:

After installing and configuring my admin area to how I wanted things - I hit problems.

Staff CP | Tickets | Alerts (and predefined replies) not working, but showing an error.

After a completely fresh install and an immediate check of the Staff CP area, the menus worked great.

I configured alerts (even SMS) and all was working brilliantly under testing.

Then I moved to add more depts, ie more than the default GENERAL dept which comes standard.

Problems.

Submitting tickets gave the following results:

1) To the 'General' dept
i) Messages would arrive as tickets in the staff CP
ii) No alerts would be received by staff
iii) Customer receives email confirmation

2) To any other newly created dept - ie 'Billing'
i) No messages ever arrived as tickets in the staff CP
ii) No alerts would be received by staff
iii) Customer receives email confirmation

I had saved the urls to the 'Manage Alerts' in my browser favourites so was able to access that page (even though it was not available via the main menu).

Curiously, in the section where you select which depts you want alerted to, contained only the GENERAL dept. None of those I had created in the admin area showed up.

Next step:

I went back to the Admin CP and deleted all of the depts I had created. Leaving only the default 'GENERAL' dept.

This had the affect of making the Staff CP | Tickets | Alerts menu work.

Submitting a ticket also resulted in my SMS alert coming through to me, but not my email alerts.

Something is seriously wrong here. I've tried numerous installs and databases with and without different information inserted and the above is as close as I can come to ascertaining that something is wrong between the relationship of depts, alerts and the menu.

[netFusion]

Let's address number 2 first and then number 1.

2nd issue:

After you create the department, edit the staff member properties and give that staff member access to the new department.

This is done by logging into your admin area in eSupport/SupportSuite. Go to Staff -> Manage Staff -> Edit (for the user you want to give access to). Under the heading "Assigned Departments", hold down your CTRL key on your keyboard and click on each department you want to grant access to. Holding down the CTRL key will allow you to highlight multilpe departments. Click on "Update Staff" at the bottom of the screen to save the changes.

1st issue:

Next login to the Staff area (Not the Admin area) as your staff member. Go to Tickets -> Alerts -> Manage Alerts. Create your alert.

Set the "Alert Scope" to "Public" if you want the alert to be generated when any of your staff members to be able to receive an alert of this type.

Set "Run Only For Assigned Tickets" to "No" so that you get alerts for all of your tickets, not just the ones that have already been assigned to you.


That should get you going.

Eddie

[netgroup]

Hi thanks for your response,

2nd Issue: (as you addressed it first)

I can only create 1 dept (general) as when I create any more depts the menu to allow me to access 'Manage Alerts' stops working.

So, in the one dept I have, the setting for Use Group Depts is set to NO and I've highlighted the General Dept. (its the only one in there).

I've also tried setting the Use Group Depts to Yes and it still doesn't work.

1st Issue

The Staff Alerts area is set to 'public' and I have the Filter by Depts set to All Depts. It doesn't work either when I specify the General Dept.

================

Further, and more curiously, I have email piping working and if I send in a ticket as a 'registered user' it creates the ticket, emails me as a customer, AND notifies me that a new ticket has been received.

So the email system is working.

If on the other hand I create the ticket from within the client area (first selecting 'General' dept), I receive notification/confirmation as a client of the ticket I just created, but I receive no notification as a staff member that the ticket has been created.

Something has to be wrong with the depts area.

In brief:
1) No staff alert happens if ticket is created by customer in client area.
2) If I create more depts the menu breaks down and I can't access staff CP | Tickets | Alerts.

The setup isn't an issue, its a bug (or more) that is stopping the above 2 points happening.

Any one else have the same problems or know of a fix?

Thanks