Private alerts problem? - Kayako

gtreece · **Private alerts problem? -** 18-06-2008, 12:00 AM

Did a quick search, and didn't see the same thing reported...

I logged in and created a private alert to notify me of new tickets for a specific department. When a new ticket came in, both myself, and the other staff person logged in at the time got the new ticket email alert.

As I understand it, creating a private alert should only alert the user that created it, so I'm wondering why we both got the new ticket alert? Is there separate alert functionality, that alerts you to new tickets for any departments you belong to?

**Jamie Edwards** · 18-06-2008, 12:52 AM

Hi gtreece,

Which version of SupportSuite are you using, and could you please post a screenshot of your alert rule configuration?

gtreece · 18-06-2008, 02:43 AM

3.20.02 is the version we're using.

craigbrass · 18-06-2008, 09:46 AM

Have you checked their account too to see if they have a private alert?

gtreece · 18-06-2008, 03:08 PM

According to him, no alerts were set up on his account. We had a public alert at one point, which we deleted. I don't know if it was necessary, but I rebuilt the cache after deleting that.

Perhaps that was somehow still affecting things.

We'll do more testing today.

gtreece · 19-06-2008, 03:16 PM

We are unable to reproduce this problem. We'll consider it a 'fluke' unless it comes back up. Thanks to everyone for the assistance.

craigbrass · 19-06-2008, 04:54 PM

Hmmm, these types of issues are really annoying! Let us know if it happens again though.

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craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	18-06-2008, 09:46 AM Have you checked their account too to see if they have a private alert? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

gtreece Offline New Member Posts: 7 Join Date: Jun 2008	18-06-2008, 03:08 PM According to him, no alerts were set up on his account. We had a public alert at one point, which we deleted. I don't know if it was necessary, but I rebuilt the cache after deleting that. Perhaps that was somehow still affecting things. We'll do more testing today.

gtreece Offline New Member Posts: 7 Join Date: Jun 2008	19-06-2008, 03:16 PM We are unable to reproduce this problem. We'll consider it a 'fluke' unless it comes back up. Thanks to everyone for the assistance.

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	19-06-2008, 04:54 PM Hmmm, these types of issues are really annoying! Let us know if it happens again though. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger