Send reply to ticket in CC

[topoldo]

Hi all.
In our University Dept we are still using a customized version of PMOS2.4 version as our Helpdesk program.
Presently I'm testing Hesk+MfH in order to migrate our system to it/them because seems more sure, flexible, modern, powerful etc...
Anyway, I've a couple of questions with reference to things that PMOS implements and Hesk+MfH seems not to do.
1. The most important for us: when one of the staff replies to a ticket is there any possibility to put someone else of the staff in CC (or BCC)?
I saw that the changelog of MfH on March 01, 2015 - Version 2.0.0 reports:
#112 Support for a new "email" custom field. This field will allow email addresses to be added to the Cc/Bcc field when sending emails.
So my question is: can I use this for my needs. If so, how?
2. Much less important: in PMOS there is a "Description field" in which who is in charge for the configuration of the Helpdesk can write about a line of description to clarify (if necessary) what kind of problems are addressed by choosing a certain category for sending a ticket. Is there any plan to add something like this also in Hesk/MfH?

Cheers,
Topoldo

[mkoch227]

1. 1. The email custom field will work for what you need. When selecting the custom field, open the "Options" menu to designate if the field is Cc or Bcc.
   2. There are no scheduled plans to add a "description" field to categories; however I opened https://gitlab.com/mike-koch/Mods-for-HESK/issues/457 so I don't forget about it in the future.

[topoldo]

Many thanks for your reply.
I already tried this way, by assign to a custom field the "email" type and choosing CC in its options.
I also choose to put this field after the message body in the ticket form.
In these conditions, if one submits a ticket, nothing was sent to the email address in CC.
I mean: the 'submitter' received the notification of the tickets (s)he had submitted; persons of the staff had received the content of the ticket submitted, but no ticket arrived to the email address which was put in the custom "CC email field".
Moreover my main need it to add in CC persons of the staff not directly replying to the ticket, so they can know the content of the reply sent by the person who is in charge for replying to a certain ticket.
Anymore suggestions for this case?
TIA.
Topoldo

[topoldo]

I tried to setup the custom field for an email address in Cc/Bcc many times in many different ways without success.
No mail is sent in CC/BCC if ifill in that custom field when I create a new ticket.
Moreover I don't need a custom field for the ticket submission; what I'm asking for is field for sending to (a) staff collegue(s) (in CC or BCC) a copy of the reply to a ticket I'm assigned to reply to.
Is this actually supported by Hesk/MfH? I don't think so.
Many tnx.
Topoldo

[mkoch227]

If you want to send carbon copies for staff emails, that is not supported, no. I hope to include a "subscribe" button for tickets allowing users to subscribe to email notifications for tickets that aren't assigned to them in a future Mods for HESK release, but that is not available at this time. What you could do (if you really want to) is to create a distribution list using your mail server and have user's emails in HESK to be the distribution list.

[topoldo]

If you want to send carbon copies for staff emails, that is not supported, no. I hope to include a "subscribe" button for tickets allowing users to subscribe to email notifications for tickets that aren't assigned to them in a future Mods for HESK release, but that is not available at this time. What you could do (if you really want to) is to create a distribution list using your mail server and have user's emails in HESK to be the distribution list.

I want to be sure it was not possible
Tnx for the confirmation.
Topoldo

[PeteHanley]

I'm still having the same issue. The primary email on a ticket is receiving the ticket updates...but the person in the custom field created for cc is not. Anyone know what would cause this? I'm on the following versions 2.6.7 (Hesk) & 2.6.3 (mods)

[bastiaan.c]

@PeteHanley

I found out this:

1- I entered a email@icloud.com in the regular email field and it worked
At the same time in the cc custom field I filled in my own server email address
Both emails came in!
2- I entered my own server email address in the regular email field and it worked
At the same time in the cc custom field I filled in my iCloud email address
ONLY my own server email address gor an email!


So it seems to be sort of a spam issue?

[alvyno]

is there any update for this issue?
im just try hesk and install this mod.
when i add custome field ( CC ), my cc email didnt get email when i submit the ticket..

[Ayon]

I am also interested in getting a response to this issue as I want the CC field to work.
What I am also finding is that while adding the custom field the "Allow multiple emails to be entered" "Yes" button is not responding/activating.