Support Tickets - Email notification for new or changed ticket?

Email notification for new or changed ticket?

HelpDesk 10.09.2016 371 Support Status: Closed Solution: Yes Netthandel


I have the HelpDesk 1.8 installed, and would like to get a notificatuion via email when a customer adds a new ticket in the HelpDesk AND when the customer updates the ticket.

I have tried to add an email to the Settings => Helpdesk => CC field

Result: No email sent to operator or CC mail.

The customer receives an email.

Is it a setting I have not yet found, or is it a bug?


Replies (10)

  • avatar Jerome

    Thank you for your ticket.

    Please go to your settings and check that Send Information is set to yes. On the tab Tickets add your email addresses in the Email CC field.

    The email will be sent to either the main email address or the email address set for the web project.

    Please make sure your email settings work also set under settings and your server can send emails.

    10.09.2016 0
  • avatar Netthandel

    Hi Jerome,

    thank you for you reply.

    I can verify that the Email CC field has a valid email in it. I can also verify that the "Send information" is set to "Yes".

    I can also verify that it sends email to the customer, but not to the operator/ CC email.

    10.09.2016 0
  • avatar Netthandel

    It uses the same sending method for both emails to the customer and to the operator. Right?

    10.09.2016 0
  • avatar Jerome

    Both sending methods are the same, please send me Operator and FTP access via following form: https://www.jakweb.ch/access-form

    10.09.2016 0
  • avatar Jerome

    We have run more tests on different server systems and found a possible bug for the email sending issue.

    Please go to your operator panel - settings - maintenance and update to HelpDesk 1.8.1.

    Awaiting your feedback.

    11.09.2016 0
  • avatar Netthandel

    Oh,

    got a bug:

    Parse error: syntax error, unexpected ')', expecting T_PAAMAYIM_NEKUDOTAYIM in /home/myaccount/operator/tickets.php on line 179

    11.09.2016 0
  • avatar Netthandel

    That's when accessing /operator/index.php?p=tickets

    11.09.2016 0
  • avatar Netthandel

    Same when trying /email.php manually:
    Parse error: syntax error, unexpected ')', expecting T_PAAMAYIM_NEKUDOTAYIM in /home/myaccount/email.php on line 266

    11.09.2016 0
  • avatar Jerome

    Please send me access to your operator and ftp via following form: https://www.jakweb.ch/access-form

    We can't reproduce this error.

    11.09.2016 0
  • avatar Jerome

    Please update to 1.8.2 and try again.

    You must have an older PHP version.

    11.09.2016 0