'Big' Problem with Automatic Ticket from "Email Fetch" [Solved]

[elviseras]

Hi Sergey, this is a big problem for us because we have several production platforms with ticket workflows based on email and Telegram notifications to our support agents .... We have created the following table where you can see that RK It behaves differently depending on whether the Ticket is created manually or automatically from the email fetch function.

The behavior should be the same regardless of how the ticket was created, we think. Otherwise it is a big problem for us and for everyone who uses the email integration functionality, sure!!!

In any case, and as you well comment, email notifications can be configured via email sending rules as an alternative, but we need at least that Telegram messages can reach all assigned users (The yellow cell in the table) since this function is essential for us (they are support agents and they are out of office and they have to receive the notification as soon as possible)

I hope you understand and can find a solution

Thanks in advance

[support]

SMS rules should works in email tickets too.

[elviseras]

SMS rules should works in email tickets too.

We test in two diferent RK platforms and in new localhost clean test server and only first user in assigned field value of SMS rules receive Telegram notifications

[support]

I have found issue. File from archive replace to plugins\ext\classes\mail\
Default email notification and sms rules should works ok now.
Let me know.

[elviseras]

Hi Segey, we have done several tests and it seems that now everything works correctly and in the same way as if records are created manually.

Thank you very much for your wonderful and very fast support!!!