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(#1)
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| New Member Posts: 4 Join Date: Jul 2007 | Ticket alerts not being sent -
07-07-2007, 11:51 PM
We have an owned version of eSupport Ticket alerts are not being sent to admin and staff via email when new tickets are posted. Everything else seems to be working correctly. I have searched the knowledgebase and user manual but have not found an answer. So how do we fix this so that we can get Ticket alerts via email when new tickets are posted by our clients? |
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(#2)
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| Operations Manager  Posts: 7,676 Join Date: Jan 2006 Location: England, UK |
08-07-2007, 12:24 AM
Hi Josh, welcome to the forums! Have you made sure to create ticket alert rules. If you have, have you made them Public (to execute for all staff)? -------------------------------------------------------------------
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(#3)
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| New Member Posts: 4 Join Date: Jul 2007 |
08-07-2007, 12:26 AM
where do I find the settings for ticket alert rules?
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(#4)
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| Operations Manager Posts: 7,676 Join Date: Jan 2006 Location: England, UK |
08-07-2007, 12:32 AM
You can find them under Ticket Alerts (under Tickets) within the staff control panel. This is described in the manual (http://docs.kayako.net) under the heading Ticket Alerts, I believe. Let us know how you get on. -------------------------------------------------------------------
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(#5)
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| New Member Posts: 4 Join Date: Jul 2007 |
08-07-2007, 01:09 AM
Ok I think I have found the bug... In my system I have three departments that I have set up in the admin. However, when I go to the Staff CP > Tickets > Alerts > and then I set up a new alert there is a drop down option for "Filter By Department" and guess what NOT ALL THE DEPARTMENTS ARE LISTED THERE. This is obviously a bug becaues previously we had "All departments" selected but when I posted test tickets to the two Departments that are not listed where they should in that drop down I got no notification. So to test this I selected the only department that is listed in that drop down and then submitted a support ticket and it finally sent a notification email. So this is not good. Basically unless we can get this bug fixed we can only get notifications for tickets posted to one department because the other departments are not even showing up in the list for that option under alerts. So what is the next step to fixing this bug? |
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(#6)
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| Operations Manager Posts: 7,676 Join Date: Jan 2006 Location: England, UK |
08-07-2007, 11:25 AM
Hi Josh, Are you sure that you (the staff user) have permissions to access all of the departments? All permissions to any new department you create are off by default - you have to manually set them under the administrator control panel (Staff > Manage Staff). -------------------------------------------------------------------
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(#7)
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| New Member Posts: 4 Join Date: Jul 2007 |
09-07-2007, 06:53 PM
Yes I am sure.
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(#8)
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| Operations Manager Posts: 7,676 Join Date: Jan 2006 Location: England, UK |
09-07-2007, 07:07 PM
Please submit a support ticket about the issue, so that they can trace it.
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