New ticket notification helper says: Notification will be sent to agents when a new ticket is created. This alert is not sent if the ticket is automatically assigned via a ticket filter or help topic.
In my configuration, New Ticket Alert is enabled and set to Department Manager. The user creates a ticket that is automatically assigned to Agent A. Agent A correctly receives a notification of a new ticket via email, but so does the Department Manger. Why does the Department Manager get a New Ticket Alert when it says that notification is not sent when the ticket is automatically assigned via the help topic. Is this a bug?
Alert is sent to the manager, although it is automatically assigned to an agent.
What version are you testing with? Also, how is the Ticket being auto-assigned in your case?
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Cheers.
I believe that this is expected behavior, and that the system does not send an Agent a new ticket alert out on a ticket that is already assigned to an Agent.