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

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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 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
        https://support.uvdesk.com/en/

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        • 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

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

                                      @agoudsmit hi, your issue still be unresolved?

                                      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 @agoudsmit last edited by

                                        @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

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

                                          @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.

                                          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 is this afternoon an option? This morning i have a couple of appointments scheduled. And yes i sent a support ticket but i think somehow it got lost and i didnt follow up anymore

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

                                              @agoudsmit sure, you can contact me later. I will be happy to try to resolve this issue with you. Sorry for the long waiting time.

                                              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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