Problems with Alerts

Jo Sundman · **Problems with Alerts -** 17-05-2008, 02:34 PM

Hi all

I am trying to get Alerts configured in our newly installed (and already fully operational

) eSupport system. So far I have a private email alert with no filtering on department, status or priority. But the only event that will trigger an alert (and an email to me) seems to be a New Ticket ? Other events (status change, priority change or delete ticket for instance) do not trigger any alerts.

Does anyone know why or have seen this?

many thanks and kind regards

Jo

**Jamie Edwards** · 17-05-2008, 02:36 PM

Hi Jo,

Please can you post a screenshot of your alert rule configuration?

Jo Sundman · 17-05-2008, 02:54 PM

Ok, I'll try:

NewTicket.jpg triggers email alert
PriorityChange does nothing
TicketDeleted does nothing
SeveralTicked - triggers on New Ticket, but nothing else

make sense ?

thanks

Jo Sundman · 17-05-2008, 04:01 PM

Update on the above, if you change the status of a ticket via a mail parser rule - it does trigger the alert.

That's not what I wanted though, I want to (eventually) trigger an SMS when one of my staff changes the status of a ticket to Critical - can the system do that?

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
More alerts and alert descriptions	kaviar	InstaAlert	2	20-12-2007 09:26 PM
Alerts vs Departments vs Staff	PeteV	How do I?	2	03-08-2007 06:56 PM
Email Alerts	slh	SupportSuite, eSupport and LiveResponse	27	24-02-2006 10:47 PM
Bugs in Alerts, Menu and Dept configs	netgroup	SupportSuite, eSupport and LiveResponse	2	11-02-2006 05:07 PM

Jo Sundman Offline New Member Posts: 4 Join Date: May 2008 eSupport Owned License	17-05-2008, 04:01 PM Update on the above, if you change the status of a ticket via a mail parser rule - it does trigger the alert. That's not what I wanted though, I want to (eventually) trigger an SMS when one of my staff changes the status of a ticket to Critical - can the system do that?