Alert for New Ticket and/or Ticket Modification

[dremeda]

I know that alerts can be set via:
Staff Cp>> Tickets>> Alerts>> New Alert Rule

to ensure notification to groups when a new ticket comes in or when an existing ticket is modified.

My question is when a ticket notification is sent will it include the initial ticket information or the modified ticket information?

I know that the alert templates can be modified here:

Admin Cp>> Templates>> Manage Templates>> Tickets>> alert_newreply [»]

Is this where I would add the command to add my requirements or is it even possible?

Thank you in advance.

[dremeda]

I really wish someone can help me with this, it is the deciding factor on whether I buy the solution or not.

We have also not been able to install the trial because of issues with the latest release.

Has anyone else had this problem?

[Jamie Edwards]

Hi dremeda,

I will ask a developer to get back to you on this.

[dremeda]

Thanks Jamie, I appreciate it.

[dremeda]

I was wondering if there are is any status on this? I haven't heard back from anyone.

[Jamie Edwards]

Hi dremeda,

Sorry a developer hasn't replied yet. It is really best you ask these questions to the Sales department, as staff do not frequent the forums on a regular basis (except me).

I will prompt the developer for you again.

[dremeda]

It's funny you say that. I am corresponding with two different representatives from sales and no one can give me a firm answer.

Secondly the trial software did not work and they say it needs to be patched, it was supposed to be done yesterday and no results.

I am trying to make a decision on which support software to use for our customers and this isn't helping!

Buggy software, slow support, unanswered questions about the solution, does this look positive to a potential customer?

[Jamie Edwards]

Hi dremeda,

Can you please e-mail (or post here) your ticket ID so I can follow up these tickets and see why you aren't getting a firm answer (and ensure you receive one).

Thanks,

[dremeda]

Sure, here is the ticket for the install issues:

ADF-135206

and I have been emailing back and fourth with Rohit, Gurpreet and Deepti about the alert functionality.

I just simply need to know if the alerts can be set to email the info from a new or modified that, and if so, how is the code written into the alert template.

This a required feature we need and will have implications on which solution we choose. I want to test it out server side and I cant until they resolve the patch issue.

I understand things happen but this is a bit overboard!

Thank you for you for your assistance.

[Jamie Edwards]

Hi dremeda,

Following our correspondence on MSN messenger, I thought I would post the answer to your query here too.

When a client updates (replies to) a ticket, the e-mail alert that is sent to staff contains:

• The ticket ID
• The subject
• The content of the update (the reply)
• The ticket status
• The ticket priority
• The ticket department
• A direct link to the stick (staff-end)

This is also the same for new ticket alerts - the same information is included (message content too).

Your patch files were sent to you last week, but to a different contact address.

Thanks,

Jamie