wvanhorn
Newbie
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« on: January 18, 2007, 10:36:24 AM » |
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Hi,
When a ticket is first submitted, should all operators receive an email, or only the members of the group assigned to the ticket?
Thanks in advance,
Bill
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Alex
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« Reply #1 on: January 18, 2007, 10:37:40 AM » |
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Only the members of the group the ticket is associated with (assuming you have Groups Module installed).
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wvanhorn
Newbie
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« Reply #2 on: January 18, 2007, 11:14:49 AM » |
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We do have the groups module installed, but all operators are receiving an email even though some of them do not belong to the assigned group. Is something not installed properly?
Thanks,
Bill
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Alex
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« Reply #3 on: January 18, 2007, 11:34:57 AM » |
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Being unable to check your settings I can't tell you anything. Please use our help desk to submit access info (I will need setup.cgi password).
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wvanhorn
Newbie
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Posts: 9
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« Reply #4 on: January 18, 2007, 12:52:28 PM » |
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Hi Alex,
Unfortunately, we are on a closed network, so I cannot provide a login.
Bill
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Alex
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« Reply #5 on: January 18, 2007, 01:37:55 PM » |
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Did you check the 'Enable Group Mode' box (Group Management form, setup.cgi)?
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wvanhorn
Newbie
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« Reply #6 on: January 18, 2007, 01:39:43 PM » |
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Yes Sir, Goup Mode is checked.
Bill
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Alex
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« Reply #7 on: January 18, 2007, 01:43:16 PM » |
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Are you sure the TTX sends messages to all operators? Make sure you do not use the same address for multiple operators, no email forwards etc. You may check smtp log (System Setup form).
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wvanhorn
Newbie
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Posts: 9
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« Reply #8 on: January 18, 2007, 02:42:10 PM » |
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Well it looks like I had my facts wrong. Everyone is receiving an email when the ticket is solved, not when submitted.
Bill
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Alex
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« Reply #9 on: January 19, 2007, 06:08:57 AM » |
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Please check the revision of TTXTicket.pm (System Info, setup.cgi), make sure it is 295 or newer.
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wvanhorn
Newbie
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« Reply #10 on: January 19, 2007, 08:19:11 AM » |
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Alex,
Our TTXTicket.pm is Version 2.22 revision 271. I thought we had the latest version installed. Is an update available?
Thanks,
Bill
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Alex
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« Reply #11 on: January 19, 2007, 08:44:00 AM » |
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wvanhorn
Newbie
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Posts: 9
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« Reply #12 on: January 19, 2007, 03:49:45 PM » |
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Thanks Alex. I installed revision 295 today and the problem is resolved.
Best Regards,
Bill
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