I had this problem with 1.9 version so I updated to the latest 1.16.2 but the behavior is the same. When an user opens a ticket by sending a mail to the monitored mail (I use a shared office365 mailbox) then the notification of new ticket is arriving to all expected operators. When a user opens a ticket by web interface then the notification is sent only to admin and deparment owner, not to department members as expected! I tried and tried changing settings but the only workaround that I've found so far is to enable the ticket assignment notification and that's arriving to all expected operators. This way, however, the admin and department owner will get 2 mails: the new ticket and the ticket assignment. Far to be optimal...
As a developer that seems to me that the code in the cron.php (that I'm calling every 5 minutes from a scheduled task) and in the web interface are handling new ticket in a different way where the cron is creating the ticket with the correct department, thus members receive a notification. But when using web interface the ticket will be created and then assigned to department, thus department member cannot receive the new ticket created event notification.
Following my osticket information. OS: Windows Server 2012 Webserver: IIS 8
I've found the problem by myself! I don't know if the behavior is correct or not but analyzing what's different between email opened tickets and web opened tickets I've found that automatic assignment to a team generate this odd behavior that will not send new ticket notification to department members (nor team members) Specifically the setting is this (non working scenario):
And this is the settings that let new ticket notification to be sent:
I think this is a bug...
If you need more info I'm available to help you resolve the issue for the next release 😃
energywave
Because when you assign the alerts go to the specific assignee not all members. Not a bug.
Cheers.
