Tickets Problem

[tiagoadp]

I have searched on the forum, about my problem, but not find anything good, so i am posting a new topic...

 

My problem is this, steps:

OK - the test client post the ticket

OK - he gets the confirmation by mail

OK - my department gets the mail with the problem

 

PROBLEM 1 - the staff doesn´t get the ticket mail

PROBLEM 2 - on blesta, there is support ticket...

 

See the screenshots... I have attached all the 4 screens in question and the configs, only the emails who isn´t needed i think...

[Gualter]

Hi

 

Check If all the fields are selected:

 

Support > Staff > Edit > Settings

[Michael]

Yes what Gualter said but under "Receive Ticket Emails"

[tiagoadp]

Like this screen? it was allready like this...

 

[Michael]

Erm weird I get all my ticket updates.

[Paul]

Go to edit each support email template and click to save them. If there are any syntax errors it should produce an error. A syntax error in an email template can prevent it from going out. We only recently started doing syntax validation on them.

[tiagoadp]

They are updating normally... my problem isn´t with the support emails, my problem if you see the screens, is that when a user submit the ticket, the ticket´s don´t appear on blesta, so i can´t answear them, and see them, edit them, close, etc...

[Tyson]

From the client interface, click to reply to one of your tickets. Note the integers at the end of the URL,

e.g. "1" in this case:

http://mydomain.com/client/plugin/support_manager/client_tickets/reply/1/

 

Go into the staff interface, and paste in the URL to this ticket in your browser:

http://mydomain.com/admin/plugin/support_manager/admin_tickets/reply/1/

 

What happens?

 

I imagine one of two things would happen, either:

1. You are redirected back to the Open Tickets listing
2. You are shown the ticket reply page

[tiagoadp]

Option 1, redirect back to the open tickets listing... And my ticktes are on the client side...

[Tyson]

Try re-saving your support staff user settings. For some reason, the departments you are assigned to are filtering tickets as if you are not assigned to them. You could also try deleting your support staff account and re-adding it.

 

Do you only have 1 company in Blesta? If you have other companies, you'll need to be assigned to the support departments in those companies to view tickets assigned to them.

[tiagoadp]

I re-saved the staff user settings and nothing changed... The account is from my super admin... Only one company... Really strange i will add a new suport user to test it later..

[Sam96]

I have the same issue. I have performed all of the sugestions above without results.

[Tyson]

What version of PHP and MySQL are you running?

[tiagoadp]

mysql 5.5.x

php 5.4.x

[Ken]

Are emailed being fetched or piped?

 

Are tickets able to be created from the client interface out of curiosity?

[tiagoadp]

Yes the client log in and create a ticket just fine, also it emails to all mails, but, the blesta admin, doen´t count the ticket on the list...

[Ken]

Yes the client log in and create a ticket just fine, also it emails to all mails, but, the blesta admin, doen´t count the ticket on the list...

 

Just to be clear...

 

Scenario 1

 

1.  Client logs in and submits ticket from client area and

2.  Client gets email acknowledging the new ticket

3.  Client can view ticket in client login area

4.  Staff do NOT receive email of new ticket

5.  Staff show 0 tickets in admin area

 

Is this correct?

Scenario 2

 

1.  Client submits new ticket via email

2.  Client gets email acknowledging the new ticket

3.  Can the client view ticket in client area

4.  Staff do NOT receive email of new ticket

5.  Staff show 0 tickets in admin area

 

 

Is this correct?