Hesk 2.5.3 (Email Notification Problem)

[w2k14]

Hello All,

I install Hesk 2.5.3 works well, email notification sending to single user not sending to multiple users who are part of that category.
i want when ticket assign by client email notification sends to all users who are part of that category.
how could i make that possible.

[Klemen]

You need to turn "Auto-assign" feature to OFF in Hesk settings, otherwise ticket will be assigned automatically to 1 person and only he will receive notification.

[w2k14]

Klemen you are awesome, Thank you it works.

[w2k14]

Hey Klemen,

after your first reply I confirm from some users he find that email
but
some people complained me again didn't receive email notification.
my problem still that single category multiple users one user receive email not other one except ticket
i also try gmail SMTP but didn't get perfection yet.

[Klemen]

If one user receives email this means email sending is working, so the problem is somewhere else.

Note that if a ticket is assigned to a single person (automatically or at any time at the future by a staff member), only that person will receive notification, not all users in the category.

[w2k14]

how could I make that possible to email every person with this version when ticket assigned.

[Klemen]

In reply_ticket.php change

Code: Select all

hesk_notifyAssignedStaff(false, 'new_reply_by_customer', 'notify_reply_my');

to

Code: Select all

hesk_notifyStaff('new_reply_by_customer',"`notify_reply_unassigned`='1'");

and in submit_ticket.php change

Code: Select all

hesk_notifyAssignedStaff($autoassign_owner, 'ticket_assigned_to_you');

to

Code: Select all

hesk_notifyStaff('new_ticket_staff', " `notify_new_unassigned` = '1' ");

[w2k14]

thanks for code but now another problem appeared, client receive notifications but Requester's Line Manager not receiving an email and also ticket in hesk interface.

[w2k14]

hi Dear,
Hope my all problems resolved, Please last answer,Requester's Line Manager not receiving an email and ticket.

[Klemen]

I'm not sure I understand your question, could you try rephrasing it?

[viktor.jeti]

Hello,

I need help with:
new ticket send only mail to user

need change
new ticket send to assigned staff and user

I have hesk 2.7.3

Thanks BRGDS

[Klemen]

I am not sure what you are saying, could you try explaining a bit more in detail or give an example?