2 Jul 2021, 11:28
I tried what you suggested, it gets assigned to agent, but the follow up email to the agent doesnt get sent. Very weird
Solved Workflow [create ticket] doesnt sent to agent and/or team and/or group.
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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 repliesThe UVdesk is a clean install with no modifications and works with Google Suite as mailer. The cron works to pick up the new tickets.
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@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
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@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
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@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? -
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 rightCustomer receive the ticket email?
yesIs only operator that miss email notification?
yes
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@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.
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I tried what you suggested, it gets assigned to agent, but the follow up email to the agent doesnt get sent. Very weird
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@agoudsmit have you checked operator is assigned to the default group and not to other group?
What other group you see other than default? -
could it be the agents have administrator settings?
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@agoudsmit I'm admin in my UVdesk but I get alert
so I think is not this. -
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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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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Do you want to notify to any admin or any agent if a new ticket comes.?
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right now i dont care which one, if just needs to do it
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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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@Sanjeev said in Workflow [create ticket] doesnt sent to agent and/or team and/or group.:
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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- 3 months later
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@agoudsmit hi, your issue still be unresolved?
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@agoudsmit Nope, i reinstalled UV and its unreliable in regards to receiving notifications.
i cant really pinpoint where its going wrong and it takes too much time to debug the code -
@agoudsmit Hi, thanks for the answer.
I'm sorry to read that.Do you have opened a ticket with the UVdesk support? I can see they shared their email and you also shared your ticket system web address.
If you want I can try to look with you at this issue but I courently cannot chat right now. If you want you can try a bit later (1 hours later) to start a chat with me. Link in my forum signature. I will be happy to try to fix this.