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uvdesk / automation-bundle

Automate operations within your UVDesk Community Helpdesk System based on pre-defined events triggered from your application.
MIT License
21 stars 26 forks source link

Actions on ticket status change or deletion not working #34

Closed PeopleInside closed 3 years ago

PeopleInside commented 3 years ago

1 Issue I created actions and mail for a deleted ticket with a mail message. The message is not sent to the customer when ticket is deleted. Please test it.

Action rules:

Event: ticket deleted Conductions: ticket is equal to email or website Actions: mail to customer -> deletion mail template

No email and no message is sent to the user on ticket deletion

2 issue Send an email to the customer if ticket status change to pending

Action rules:

Event: ticket status updated Conductions: status is equal to pending Actions: mail to customer -> pending status email

No email and no message is sent to the user on ticket pending status

3 issue Send a message if a ticket is closed or resolved

Action rules:

Event: ticket status updated Conductions: status is equal to closed or resolved Actions: mail to customer -> message for closed or resolved tickets

No email and no message is sent to the user on ticket closed or resolved

Issue 4 (suggestion)

Add the action to add to a ticket a reply, instead to be the operator who post the reply I expect to be able to post a canned message. actually you can just select mail to customer not post reply into the ticket.

Don't know if this can be done in mail template changing an option that I see in drop down men§, actually all this actions seems to be not working so I cannot automate alert or messages into tickets.

papnoisanjeev commented 3 years ago

@PeopleInside

You can fix it from here. For now you can fix it for you from above link. In next release it will be fix.

PeopleInside commented 3 years ago

Thanks, is nice to see you are doing some fix.