How to notify a peson when a ticket has been assigned to them

[JustinCarmony]

First of all, let me say I'm am very impressed with Kayako. Very awesome. I have a question however:

How can I make it so when a ticket changes ownership, it notifies the person it is changed to. I've set up a rule that I thought would do that, anything new that happens to a ticket, it will send a message to the assigned person. However, this doesn't work for the very first time.

i.e. I assign the ticket to John Doe and make a post. He doesn't receive an email notifiaction, but any future actions he does.

Is it possible to notify any one person when they receive ownership right then and there? Thanks!

Justin Carmony

[Siora]

Originally Posted by JustinCarmony

First of all, let me say I'm am very impressed with Kayako. Very awesome. I have a question however:

How can I make it so when a ticket changes ownership, it notifies the person it is changed to. I've set up a rule that I thought would do that, anything new that happens to a ticket, it will send a message to the assigned person. However, this doesn't work for the very first time.

i.e. I assign the ticket to John Doe and make a post. He doesn't receive an email notifiaction, but any future actions he does.

Is it possible to notify any one person when they receive ownership right then and there? Thanks!

Justin Carmony

When you say you setup a rule do you mean an alert? Alerts are usually what handles all email's sent to staff.

[JustinCarmony]

Yes, I made an alert. It works great exception on the change when owership is actually changed.

By the way, WOW on the response time. I was expecting hours, not minutes

[Siora]

Originally Posted by JustinCarmony

Yes, I made an alert. It works great exception on the change when owership is actually changed.

By the way, WOW on the response time. I was expecting hours, not minutes

LOL...I've got a lot of time on my hands.

Does the email send after some time or it never sends? I have not tested this. I will try testing it and see if experience the same issue.

[JustinCarmony]

It doesn't send. When Kayako does send, its LIGHTNING FAST. But it seems (from a programming aspect) the alerts are executed on the origional owner, not the new.

Also, is there a difference between Owner and Assigned? Or is the terminology used interchangeably?

[Siora]

Originally Posted by JustinCarmony

It doesn't send. When Kayako does send, its LIGHTNING FAST. But it seems (from a programming aspect) the alerts are executed on the origional owner, not the new.

Also, is there a difference between Owner and Assigned? Or is the terminology used interchangeably?

I just performed the test and I didn't get an email. I would suggest you submit a bug and reference this thread.

[Giray]

Not getting alerts on ticket assigned

[arogers@schoolp]

Yea, i am having the same problem.

[arogers@schoolp]

I am getting this problem too.

However it seems to work fine if you do the assigning via an email. If i add ">AGR" to the subject line of the original email and then create a mail parser rule to assign the ticket to staff member AGR then i get an alert saying that it has been assigned.

Would be nice if the other method worked though as well.

[Jamie Edwards]

Hi there,

I will add this to the bug tracker and the bug will be confirmed there. I will post more information when we come to test it, but from the confirmations posted here already it sounds probable.