Email ‘Additional Interested Parties’

  • Resolved bwagdrive

    (@bwagdrive)


    7 years, 11 months ago

    I’m creating an extension which would allow me to assign an agent and a supervisor (as an “Additional Interested Party”) at the user level. I’m using usermeta to store which agent and supervisor is assigned to each user, and then using that I am assigning those values to the ticket. It works, mostly, in that the names of the supervisor and agent appear in the correct spots, but they are neither logged in the ticket history or emailed about the change.

    I’ve spent some time digging through the Awesome Support plugin code and I haven’t been able to find the right hook to email both the agent and the supervisor when the ticket is created. Right now the email is sent to the user and whichever agent wpas assigned first. I see the function wpas_assign_ticket and tried passing the ticket id and agent id to it, but the agent does not receive an email about the ticket.

    I would also like to make sure that the “Additional Interested Parties” get notified when the ticket is created as well so if you could point me in the right direction there it would be greatly appreciated.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    7 years, 11 months ago

    There’s a filter called wpas_new_ticket_agent_id – have you tried using that to set the agent? A later filter related to that is wpas_new_ticket_agent_id if that one doesn’t work.

    For notifications to the additional interested party you can check out our NOTIFICATIONS add-on which gives you the option to send emails to those addresses. https://www.screencast.com/t/dSflMlfD72HW

    If you want to build it out yourself it looks like that is using the wpas_open_ticket_after, post_updated and save_post_ticket hooks to do that.

    Plugin Author awesomesupport

    (@awesomesupport)

    7 years, 11 months ago

    Hello:

    Since we haven’t heard back from you in about a week, we’ll assume that this has been resolved.

    Thanks for being an Awesome Support user!

Viewing 2 replies - 1 through 2 (of 2 total)

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