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Automatic revert on new message from email
Hi All
I must say that osT has been working amazing well for last 6 months. Everytime something doesnt work right, it would typically mean that I missed some configurations. :-)
So I have another case in hand with the following scenario:
- An email by a customer (with couple of other people in cc) lands in osT and a new ticket gets created.
- Agent updates the thread with a new message -> an alert notification is sent back to the customer and all other collaborators
- One of the collaborator reverts back on the notification message -> this new message is added in the ticket thread.
- But this new thread entry creation does not trigger any alert notification to other collaborators.
Am I missing something here. All the notification checkboxes are checked under settings and the department level checkboxes (where you can disable alerts) are unchecked
osT environment is:
- Ubuntu 16.04
- osT v1.10
- Php 5.6
- MySQL 5.6
Any pointers here will be helpful.
TIA
Comments
Are you using a mail relay (and external addresses so its being rejected by the server?)
Have you checked spam boxes?
A: The answer is not binary and depends on how YOU have osTicket configured.
So the system should support that, but may be the configuration is not letting it happen.
Time to take another dig in the code.
Thanks again!