Akeeba Ticket System

Thursday, 01 October 2015 09:01 CDT

SatIntAKB

In testing the create ticket by email / reply by email, I note that SuperUsers and Administrators get the notification emails as well as the Customer Service Group managers setup in each Category.
1. Is there a way of turning this off - i.e. that only the Managers set in the ATS General - Notify Managers get these emails?
2. I'm not certain I understand the way to work with Notify Managers and Exclude Managers? Why are there the two options? If I just use Notify and choose the Managers (and don't set Exclude at all) will this work?
3. In Component Options Common, I have set "Do not email non-assigned managers" to "Yes". If I can work out double-negatives correctly, this means that only assigned managers will get emails - is that right?
4. are there any other places where emails should be configured?
Thanks, Mike

Thursday, 01 October 2015 14:09 CDT

nicholas

1. Super Users are by definition managers because SU has all privileges FORCED set to Allow (that's how Joomla! works). See #2.

2. Yes. You can only notify certain managers or only exclude certain managers (don't try enabling both at once, only one will be applied)

3. Yes. Except for non-assigned tickets (as in: new tickets) which result in every applicable manager being notified.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 01 October 2015 14:15 CDT

SatIntAKB

Hi, thanks for that. You work as late as me.
Maybe I didn't explain enough. I need to stop SuperUsers and Administrators getting emails.
On each Category, already I have only ONE manager set (me). However, all SuperUsers and Administrators get emails. How can I stop this.
I ONLY want Managers set in Notify Managers to get emails. Is this possible?
Regards, Mike

Thursday, 01 October 2015 14:59 CDT

nicholas

You work as late as me.

Even later. I'm two hours ahead of you :)

I need to stop SuperUsers and Administrators getting emails.

Ah, OK. That is a bit different than what I understood from the questions above.

On each Category, already I have only ONE manager set (me). However, all SuperUsers and Administrators get emails. How can I stop this.

Edit a category. Go to "Akeeba Ticket System - General". In the "Notify managers" select yourself and nobody else. Click on Save & Close. Repeat for all categories. This will prevent emails to anyone except yourself.

Please do note that if someone else who's a manager replies to a ticket then they will receive an email anyway because they are automatically assigned the ticket on first reply – and it stands to reason that the ticket system should always notify the owner user and the assigned manager of each ticket since they are the two people involved in the ticket.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 01 October 2015 15:12 CDT

SatIntAKB

1. Even later. I'm two hours ahead of you :)
- that's very true so I'm two hours more grateful :)

2. Edit a category. Go to "Akeeba Ticket System - General". In the "Notify managers" select yourself and nobody else. Click on Save & Close. Repeat for all categories. This will prevent emails to anyone except yourself.
- this is what I have done. Which is why I was surprised that SuperUsers and Administrators were getting emails as well as the one specific manager (me) I had set as a test in the way you describe.

However, it is possible I made a mistake (don't tell anyone I said that) so what I will do is to try afresh in the morning with a fresh brain and one step at a time. Then report back on this ticket.

Many thanks - your help is appreciated. (And, btw, the team I am implementing ATS for thinks it is pretty much what we need and will be very helpful to us and our customers.)

Thursday, 01 October 2015 15:47 CDT

nicholas

All right, try that again in the morning and please do let me know. I am already debugging other issues. I can see more ATS debugging in my very immediate future. Major new releases are all sorts of fun :D

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 02 October 2015 04:11 CDT

SatIntAKB

Hi. Good morning (for me - already Good Afternoon for you :) ).
I tried both ways with the Category we use to collect emails and turn them into tickets.
1. Notify Managers - with only one selected (and saved)
2. Exclude Managers - everyone selected except me (and saved.
I can post screen grabs if you can turn this ticket private.
In both cases, SuperUsers and Administrators got Notification emails.
Any ideas? Thanks, Mike

Friday, 02 October 2015 07:16 CDT

nicholas

Just letting you know that I am looking into it. It will take me a while. I'll post back later today or on Monday.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 02 October 2015 07:31 CDT

SatIntAKB

Thanks Nicholas, appreciated. If you need any info or tests on our side, we're here.
Best Regards, Mike

Friday, 02 October 2015 08:57 CDT

nicholas

I cannot reproduce this issue on the current version (2.0). Here's the problem: you are using an older version (1.5.5) on Joomla! 2.5. We have discontinued support for Joomla! 2.5 since January. Unfortunately I can no longer test if there is a bug in your version, let alone fix it. Sorry.

Do you have any plans on migrating your site to Joomla! 3? Being EOL for over 9 months (11 if you count from the day of its last update), Joomla! 2.5 is insecure and not apt for use on live sites any more. Actually, some of the security issues fixed in Joomla! 3 security releases those past 9 months do affect Joomla! 2.5 as well. Regardless of our software you should upgrade your site to Joomla! 3 a.s.a.p.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 02 October 2015 10:06 CDT

SatIntAKB

Thanks - this is something I suspected you might say and discussed with my dev earlier today. Can I just confirm (I realise you have discontinued support so really appreciate what you have done so far).
1. Have you seen the feature of turning off emails work OK on previous installs of 1.5.5/2.5?
2. The next version of ATS would be 1.6.0 and that requires Joomla 3.2 or above
So (quite apart from your good advice and the fact that 2.5 is EoL) we need to be on ATS 2.0 / Joomla 3 to get any further with this email thing.
This is something I know our dev will agree and it is part of our workload with them - you may find out more on Fri ;)
Many thanks for your support - have a good weekend
Best, Mike

Friday, 02 October 2015 10:20 CDT

nicholas

1. I cannot recall. As I said we discontinued Joomla! 2.5 support 9 months ago. We had migrated our site for more than 2 years ago. I cannot recall what worked that far back.

2. The next version of ATS is actually 2.0 and requires Joomla! 3.4. ATS 1.6 is also no longer supported since August, when we published the stable 2.0 release. Also keep in mind that we only support Joomla! versions for a month after they are end of life. Joomla! 3.2 is EOL for nearly a year now.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 02 October 2015 10:23 CDT

SatIntAKB

OK, got it - yes, I had seen 2.0 but was still thinking one-step-at-a-time. My bad.
Right, that's off to 2.0/3.4 asap, than.
Many thanks, Mike

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