New Ticket Alerts

tomtom

I am not sure if I am just missing something or not but I would like to be able to get email alerts when a ticket is created, i.e. a client sends an email which autogenerates a ticket and that’s great but I also would like the system to then send an email to a group of users to alert them of a new ticket or even just a specific user.

johnny

@tomtom I agree

The way we do it right now is

we have a shared mailbox support@domain.com

which is the inbox that is monitored by itflow to create and reply to new tickets.

This mailbox is shared with our tech team that is constantly monitoring. This is the current best approach to monitoring for new tickets open by your clients.

tomtom

Thanks for the input hope to see something like notification distribution in the future

wrongecho

I like this idea. Ideally any sort of notification function would apply to all tickets, not just those generated through email.

wrongecho

How about a cron job that runs every 5 mins.

Checks for all tickets with the following criteria:

Created within the last 5-10 mins
Open
Unassigned
Updated at is NULL

Emails a distribution list address to notify. Updates the updated at field on the ticket to ensure tickets aren't notified on twice.

wrongecho

I'm not sure if using the ticket updated at field is the best approach as it makes it look like the ticket had a response in the overview (we pull the "Last Response" from ticket updated at currently).

I'm still not sure if this is the best approach - maybe a trigger on the tickets table would be better?

Either way, you might be able to use something like this for now: https://github.com/itflow-org/itflow-misc/blob/main/cron_custom_ticket_alerts.php

As always. keen to hear your feedback 🙂

wrongecho

This is now a feature.