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Not receiving mail when I create for the customer.
Posted: Sat Oct 18, 2014 11:21 am
by jones
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Hello,
Why do I not receive any email when I create a case for a client.
Re: Not receiving mail when I create for the customer.
Posted: Sun Oct 19, 2014 9:07 am
by Klemen
This is by design - if you create the ticket you already know there is a new ticket, so no new emails are sent.
Re: Not receiving mail when I create for the customer.
Posted: Sun Oct 19, 2014 12:22 pm
by jones
Hi Klemen,
Can I change it?
This is because we use the system for repair of computer and mobile phones.
And along with the goods, we mail "new_ticket_staff.txt" were printed.
So we can see the ticket number and what to do.
Jones
Re: Not receiving mail when I create for the customer.
Posted: Sun Oct 19, 2014 5:33 pm
by Klemen
In file "admin/admin_submit_ticket.php" you can try changing
Code: Select all
if ($ticket['owner'] && $ticket['owner'] != intval($_SESSION['id']))
to
Re: Not receiving mail when I create for the customer.
Posted: Mon Oct 20, 2014 8:40 am
by jones
Hi Klemen,
Have changed it. But we do not receive any mail when we create for a customer.
>When a customer creates a ticket.
I receive only an email about a case to be assigned to me.
We do not receive any mail that a ticket is created.
Re: Not receiving mail when I create for the customer.
Posted: Mon Oct 20, 2014 1:11 pm
by Klemen
HESK only sends notification to the assigned staff member.
If you want all staff members to receive notification, turn auto-assign tickets off in HESK settings and submit new tickets as unassigned.
Re: Not receiving mail when I create for the customer.
Posted: Mon Oct 20, 2014 4:31 pm
by jones
Thanks:-)