problem with ticket notifications after upgrading to 6.3.0

[iLinux85]

Hello

 

after upgrading to 6.3.0

 

every time client open new ticket i got 3 messages

 

1st message saying that client open ticket and the 2nd message came up saying that ticket has been updated by system and assigned to person who in charge for department

 

and after 24 hour the auto ticket close and i got also email saying that the ticket has been closed

 

so how could i make ticket notification sent only the notification for open tickets only ? not update and close ticket notification ?

 

i tried to find any other email template but this is the only email template that related and if i disable this template for send any messages then i will disable the new ticket notification messages

[brian!]

with regards to the auto-closing, perhaps the documentation below might be useful...

 

http://docs.whmcs.com/Support_Tickets#Auto_Closing

 

Auto Closing

 

• This feature allows you to have support tickets automatically closed after a certain time of inactivity has passed.
  
• To set the length of time of inactivity before closure, go to Setup > Automation Settings > Support Ticket Settings > Close Inactive Tickets and enter the time in hours (for example 48 = 2 days)
  
• Tickets set to On Hold or In Progress are not closed automatically, only those set to Open or Answered
  
• When closing the ticket, the email template Support Ticket Auto Close Notification is sent to the user. You can customise that email in Setup > Email Templates as normal
  

in terms of the 2nd email, that may be escalation-related, so take a look at the Escalations documentation.

 

http://docs.whmcs.com/Support_Ticket_Escalations

[WHMCS John]

Hi,

Please ensure that there is no conflict between your support departments email addresses and your administrator email addresses :

 

• Setup > Support > Support Departments
  
• Setup > Staff Management > Administrator Users
  

 

If you see the same email address listed on both pages, that would be the explanation for the problem. Please change your administrator email address so as not to use the department address.