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

[agoudsmit]

I modified the create ticket workflow to send an email to the team as a notification, but the emails aren't received.
I even created a new workflow next to the original workflow on 'create ticket' but this no result.
The customer does get an email confirmation and we can send replies to the ticket.

Any help would be great : )

[peopleinside]

Topic marked as resolved as no reply has been posted.

[peopleinside]

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?

[agoudsmit]

[Ticket Created]

[team]

[agoudsmit]

I also defined a group

[agoudsmit]

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]

@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

[agoudsmit]

@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]

@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?

[agoudsmit]

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]

@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.

[agoudsmit]

I tried what you suggested, it gets assigned to agent, but the follow up email to the agent doesnt get sent. Very weird

[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?

[agoudsmit]

could it be the agents have administrator settings?

[peopleinside]

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

[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??

[agoudsmit]

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 : (

[Sanjeev]

@agoudsmit

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

[agoudsmit]

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

[Sanjeev]

@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 ?

[agoudsmit]

@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.