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    SOLVED Workflow [create ticket] doesnt sent to agent and/or team and/or group.

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    • peopleinside
      peopleinside mod admin community specialist @agoudsmit last edited by

      Hi @agoudsmit,
      welcome on the UVdesk community!

      I hope the day and the week is going well.

      • Can be useful know what workflow you have: a description or a screenshot. Please cover personal or private infos and email address.

      I modified the create ticket workflow

      The email notification was working before your edit?

      UVdesk passionate | Community moderator | External consultant

      If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
      You can always get in touch also with the UVdesk team
      https://support.uvdesk.com/en/

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      • peopleinside
        peopleinside mod admin community specialist last edited by

        Topic marked as resolved as no reply has been posted.

        UVdesk passionate | Community moderator | External consultant

        If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
        You can always get in touch also with the UVdesk team
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        • A
          agoudsmit last edited by

          [Ticket Created]

          Screenshot 2021-07-02 at 09.12.19.png

          [team]
          team.jpg

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          • A
            agoudsmit last edited by

            I also defined a group
            Screenshot 2021-07-02 at 09.16.14.png

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            • A
              agoudsmit last edited by

              The email notification was working before your edit?
              i never got it to work for the [agent/team/group]
              but the customer does get notifications and replies

              The UVdesk is a clean install with no modifications and works with Google Suite as mailer. The cron works to pick up the new tickets.

              peopleinside 1 Reply Last reply Reply Quote 0
              • peopleinside
                peopleinside mod admin community specialist @agoudsmit last edited by

                @agoudsmit when a ticket is opened customer receive the email? I suppose yes from your screenshot.

                The issue is only with agent that never receive the email notification? In this case maybe you miss a workflow that assign the ticket to the right team: if the ticket is not assigned no one will be notified.

                You can add, in the ticket created workflow an action to assign the ticket to the helpdesk team

                UVdesk passionate | Community moderator | External consultant

                If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                You can always get in touch also with the UVdesk team
                https://support.uvdesk.com/en/

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                • A
                  agoudsmit @peopleinside last edited by

                  @peopleinside Thanks for the help, but i tried what you suggested, i also added extra workflows, played with sending to agent or group or team, but nothing worked.

                  This is just weird

                  peopleinside 1 Reply Last reply Reply Quote 0
                  • peopleinside
                    peopleinside mod admin community specialist @agoudsmit last edited by

                    @agoudsmit when customer open a ticket do you see this ticket assigned or not assigned?
                    If is not assigned than this is the issue.

                    You don't need to create another workflow, just add (as in your screenshot is missed) Actions: assign to helpdesk team or the right group.

                    Customer receive the ticket email?
                    Is only operator that miss email notification?

                    UVdesk passionate | Community moderator | External consultant

                    If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                    You can always get in touch also with the UVdesk team
                    https://support.uvdesk.com/en/

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                    • A
                      agoudsmit last edited by

                      when customer open a ticket do you see this ticket assigned or not assigned? If is not assigned than this is the issue.
                      Very interesting. will check straight away. I think you are right

                      Customer receive the ticket email?
                      yes

                      Is only operator that miss email notification?

                      yes

                      peopleinside 1 Reply Last reply Reply Quote 0
                      • peopleinside
                        peopleinside mod admin community specialist @agoudsmit last edited by

                        @agoudsmit I suppose the issue is in the workflow you showed in the first screenshot. You need add action to assign ticket also to the team not only actions to send email to the team.

                        UVdesk passionate | Community moderator | External consultant

                        If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                        You can always get in touch also with the UVdesk team
                        https://support.uvdesk.com/en/

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                        • A
                          agoudsmit last edited by

                          I tried what you suggested, it gets assigned to agent, but the follow up email to the agent doesnt get sent. Very weirdScreenshot 2021-07-02 at 13.10.00.png

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                          • peopleinside
                            peopleinside mod admin community specialist @agoudsmit last edited by peopleinside

                            @agoudsmit have you checked operator is assigned to the default group and not to other group?
                            What other group you see other than default?

                            UVdesk passionate | Community moderator | External consultant

                            If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                            You can always get in touch also with the UVdesk team
                            https://support.uvdesk.com/en/

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                            • A
                              agoudsmit last edited by

                              could it be the agents have administrator settings?

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                              • peopleinside
                                peopleinside mod admin community specialist @agoudsmit last edited by

                                @agoudsmit I'm admin in my UVdesk but I get alert 🙂 so I think is not this.

                                UVdesk passionate | Community moderator | External consultant

                                If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                                You can always get in touch also with the UVdesk team
                                https://support.uvdesk.com/en/

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                                • S
                                  Sanjeev developer UVdesk Staff mod last edited by Sanjeev

                                  @peopleinside

                                  If you are adding a team or group and want to notify to that team or group members are you able to achieve this using workflow??

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                                  • A
                                    agoudsmit last edited by

                                    For me it doesnt matter how its done, i just need a notification sent to us if we receive a ticket. I tried it different ways but no success : (

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                                    • S
                                      Sanjeev developer UVdesk Staff mod last edited by

                                      @agoudsmit

                                      Do you want to notify to any admin or any agent if a new ticket comes.?

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                                      • A
                                        agoudsmit last edited by

                                        right now i dont care which one, if just needs to do it 🙂

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                                        • S
                                          Sanjeev developer UVdesk Staff mod last edited by

                                          @agoudsmit

                                          If you have setup it on sever then you can send us the helpdesk link along with login details of admin panel we will check.
                                          you can mail us support@uvdesk.com here for this.

                                          Also mention which version of uvdesk opensource you are using ?

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                                          • A
                                            agoudsmit last edited by

                                            @Sanjeev said in Workflow [create ticket] doesnt sent to agent and/or team and/or group.:

                                            support@uvdesk.com

                                            Just created the agent and sent it to support@uvdesk.com. Im using the latest version from github. It would be really great if you could find time to see where its going wrong.

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                                            • A
                                              agoudsmit last edited by

                                              https://uvdesk.noblestreet.eu/en/member/login

                                              peopleinside A 2 Replies Last reply Reply Quote 0
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