Staff Alerts

[ccrook]

We have 5 different departments, one of which has all the tickets created from the mail parser in it. These are then assigned to other departments manually.

I'm looking to create an alert that will email everyone in a single department went a ticket get moved to that department.

I'm also looking to create an alert that will mail individual department members when a ticket is assigned specifically to them.

How do I go about doing this? I've created alerts but it doesn't appear to be working at all based on my testing...

[supportskins]

Ticket Alerts would indeed be the solution - Staff CP > Tickets > Alerts > Email Alert

If you have already set one, make sure it is not set as "Private" and make sure it is not set to run for assigned departments only.

[ccrook]

I've attached a screencap of my alert.

I've tried creating a new ticket in that department, as well as reassigning it to someone and it doesn't email me...

We're on a hosted license using the default PHP mailer, not custom SMTP (not an option for us).

[ccrook]

Ok, I got a private alert working for just me.

Is it possible for me to create an alert that will alert just staff in the department where a ticket was moved of created?

For example: Our web department gets a ticket created or moved under them. Everyone on just that team gets alerted.

Also is there a way that if a ticket is assigned to someone that only they get alerted (but to have that functionality globally for each staff member?)

Thanks in advance!

[Casey Rousseau]

We've set up a public alert with the option to 'run only for assigned tickets', checking the Ticket Assigned box. This alert fires whenever a ticket is assigned to any user by someone other than that user. It's quite simple.

For the Department level ticket alerts, I think you'd need each member of the team to set up a private alert run on all tickets (not just those assigned to them) filtered to their department on New Ticket or Ticket Move. It would be nice if one could set up these sorts of alerts from the admin side, but I haven't found one.

[ccrook]

Thanks, Casey. We've got one public alert setup for all departments that emails the user when a ticket is assigned to them. That part works great.

I've come to the same conclusion as you in terms of the department-level alerts. I'm alerting my users that they have to individually create alerts if they want to know if an unassigned ticket comes to their department. Oh well...