Ticket Alerts - Ticket Assigned, non-functioning

MarlboroMan · **Ticket Alerts - Ticket Assigned, non-functioning -** 24-08-2005, 08:22 PM

I am having some problems setting up an Alert rule in the desk.

The rule is setup as follows:

Rule title: Blah
Alert type: Email
Alert Scope: Private
Alert Actions: New ticket, new reply, new note, status change, ticket assigned
Run only for assigned: Yes
Filter by departments: All
Filter by status: Open
Filter by Priority: All

The rule works, to an extent - when a ticket I own is replied to by a client, I am notified via email. However, when an unassigned ticket is assigned to me, I am not (which was really the big point of this exercise). Is this a bug? Or am I going about this the wrong way?

Neil-UKWSD · 24-08-2005, 08:44 PM

Hi Brandon,

Is someone else logged in and assigning the ticket to you or are you logging in and taking control of the ticket?

MarlboroMan · 24-08-2005, 09:54 PM

We have tried both - neither generate an alert.

Neil-UKWSD · 24-08-2005, 11:22 PM

Hi,

I've just spoken to Varun about this to clear things up.

You will not be notified when a ticket is assigned to you as the rule is set to alert you about tickets already assigned.

If you want notification for tickets as they are assigned to you you will need to create a rule for just "Ticket Assigned" and set "Run Only for Assigned Tickets" to No.

gtyler · 26-08-2005, 07:30 AM

Are we talking about the Ticket Alerts win32 app? If so, where can we download it? If not, when is it going to be available. I was told on another thread that it would be available on this new release.

Thanks,

netFusion · 26-08-2005, 07:54 AM

Quote:

Originally Posted by gtyler

Are we talking about the Ticket Alerts win32 app? If so, where can we download it? If not, when is it going to be available. I was told on another thread that it would be available on this new release.

Thanks,

No, this is talking about email/sms type alerts.

Eddie

scottpaterson · 26-08-2005, 03:00 PM

I can't get alerts working at all...
Our emails out are going via SMTP direct to our Exchange server. Emails back to the user when a call is logged work fine, as do replys, I just havent managed to get any alerts to fire what so ever.

Any ideas ?

netFusion · 26-08-2005, 11:54 PM

Quote:

Originally Posted by scottpaterson

I can't get alerts working at all...
Our emails out are going via SMTP direct to our Exchange server. Emails back to the user when a call is logged work fine, as do replys, I just havent managed to get any alerts to fire what so ever.

Any ideas ?

You are not alone. There is a critical bug report in flyspray ticket #449 that reported that the alerts are not working. I added the note about the alerts other than new ticket and reply not working on 8/15/2005.

Eddie

scottpaterson · 27-08-2005, 12:22 AM

That explains it then !

kaviar · 31-01-2006, 11:52 AM

Any update on this???

This is a critical bug, and our helpdesk is going live tomorrow. Can this be resolved soon???

ehoffman · 31-01-2006, 04:42 PM

We wait and wait. Ours is not working either. Good feature though.

kaviar · 01-02-2006, 08:10 AM

I'd understand if it was a small bug, but this is a large problem. Our helpdesk went live today, and it's already proving problems, as our staff don't know when we assign a ticket to them. This needs to be addresses quickly.

Kaviar

ehoffman · 01-02-2006, 07:53 PM

I hear ya.

We created a view as a workaround to let someone see only their tickets. So that may be an option until Kayako releases the next round for testing.

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Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	24-08-2005, 08:44 PM Hi Brandon, Is someone else logged in and assigning the ticket to you or are you logging in and taking control of the ticket? Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

MarlboroMan Offline New Member Posts: 8 Join Date: Apr 2004	24-08-2005, 09:54 PM We have tried both - neither generate an alert. Brandon Ewing NOC Administrator FastServers.Net

gtyler Offline New Member Posts: 2 Join Date: Aug 2005	26-08-2005, 07:30 AM Are we talking about the Ticket Alerts win32 app? If so, where can we download it? If not, when is it going to be available. I was told on another thread that it would be available on this new release. Thanks,

scottpaterson Offline New Member Posts: 15 Join Date: Mar 2005	26-08-2005, 03:00 PM I can't get alerts working at all... Our emails out are going via SMTP direct to our Exchange server. Emails back to the user when a call is logged work fine, as do replys, I just havent managed to get any alerts to fire what so ever. Any ideas ?

scottpaterson Offline New Member Posts: 15 Join Date: Mar 2005	27-08-2005, 12:22 AM That explains it then !

kaviar Offline Member Posts: 112 Join Date: Dec 2005 Location: Brisbane, Australia	31-01-2006, 11:52 AM Any update on this??? This is a critical bug, and our helpdesk is going live tomorrow. Can this be resolved soon???

ehoffman Offline Member Posts: 199 Join Date: Dec 2005	31-01-2006, 04:42 PM We wait and wait. Ours is not working either. Good feature though.

kaviar Offline Member Posts: 112 Join Date: Dec 2005 Location: Brisbane, Australia	01-02-2006, 08:10 AM I'd understand if it was a small bug, but this is a large problem. Our helpdesk went live today, and it's already proving problems, as our staff don't know when we assign a ticket to them. This needs to be addresses quickly. Kaviar

ehoffman Offline Member Posts: 199 Join Date: Dec 2005	01-02-2006, 07:53 PM I hear ya. We created a view as a workaround to let someone see only their tickets. So that may be an option until Kayako releases the next round for testing.