The plugin contains some configuration settings which you may find useful. If you wish to request some additional settings you can put a feature request.
The default mode for notifications is email. Please ensure that you have a working SMTP Server configured before enabling the below notifications.
# Notify all the assignee when a ticket is assigned
Support agents will be notified when a ticket is assigned to them by the supervisor
# Notify all the assignee when there is a private comment on the ticket
This plugin provides a feature for posting private comments so that different agents can talk to each other without the knowledge of the end-user. Enabling this feature will notify the agents for those private comments.
# Notify supervisors when new a ticket is created
Supervisors will be notified whenever a new ticket is submitted by the end-user.
# Notify users and all the assignee when there is a comment on the ticket
All the assignee and the end-user notified for every public comment on the ticket
# Notify users, supervisor and all the assignee when there is a change in the status of the ticket
When the status of the ticket changes the end-user, supervisor and all the assignee will be notified
# Status Mapping
Map default status of the ticket based on different events.
# New Ticket Status
Choose the status of the ticket when a new ticket is created. Default: Open
# Closed Ticket Staus
Choose the status of the ticket when a ticket is closed. Default: Closed
# Reopened Ticket Status
Choose the status of the ticket when a ticket is reopened.Default: Open