Ticket Overseer - Email all updates

Horizon

We've been trying to determine a way to have a ticket supervisor that receives an email for all ticket functions (open, close, worklog updates, etc) regardless of requestor or assigned agent.

The notification settings under personal settings looked promising, but they don't fire when a different agent creates updates.

Is there a way to do this without the agent manually CC'ing the supervisor on every worklog update?

lsw-fabian

Hi @Horizon
If i understand your needs correctly you want to get all ticket notifications from all tickets (or maybe updates from tickets, assigned to any of your teams). Currently there is no way to achieve this out of the box.

You could build upon the ticket system and add function, that does send notifications to specific users - i think this can be done in a few hours.

Why do you want a function like this? Can't see a scenario where i want to get so much ticket information by mail.
I do have a feature on our wishlist, that notifications will be sent to other team members, if the agent is absent, but i dont think that this will solve your needs.

Horizon

Hi @lsw-fabian ,

As always thank you for your incredible response time.

We are a small IT department. Many times I'm on-site and because we aren't hosting REI3 outside of the LAN, email is often my only visibility into the tickets. I can train the helpdesk staff to ensure I'm CC'd on all updates, but I was hoping for a template or setting that could be added. I may be micro-managing, but it's quite frequent I spot an issue with a tech's response before it causes further downtime for the users.

When you talk about build on the ticketing system, we're talking about build mode? Also, I'd be stuck on that single version as any changes I make wouldn't be replicated to any updated version from REI3, correct?

Now that I know there isn't any way to accomplish what I'm looking for out of the box, we'll look at other avenues to get the data I need from the ticketing system. Thanks for your time!

Adam

lsw-fabian

Hey Adam,

ok, i can understand your pain point now - thanks for the clarification.

When you talk about build on the ticketing system, we're talking about build mode? Also, I'd be stuck on that single version as any changes I make wouldn't be replicated to any updated version from REI3, correct?

If you create your own application and build it on top of the ticket application (https://rei3.de/en/docs/builder#building-on-applications) you can add your missing features and still stay upgrade safe. You just have to make sure, that you do not touch ticket ticket app itself. To address your needs, the most easy way would be to create a trigger backend function, that does send mails also to you, whenever an notfication mail will be created.

In case you dont want to build this by yourself, you can write us via contact form, maybe we can add missing features or build an app dedicated for your organization.