Cannot Disable New Ticket by Agent at department

DonLiu

Server Information
osTicket Version v1.16.3 (e148727) — Up to date
Web Server Software Microsoft-IIS/10.0
MySQL Version 5.5.45
PHP Version 8.0.0

Scenario that wants to achieve : when a new ticket created by Agent, no need to send Ticket Notice to ticket owner with selected Department.

When setup the Department -->AutoResponder Setting --> New Ticket : Disable for this department, the New Ticket Notice which selected as this Department still sent to the Ticket Owner. I have restarted IIS server after saved the change, I have tested with an osTicket fresh installation.

Department

Settings -> Tickets -> Autoresponder -> New Ticket by Agent : Ticket Owner is enabled.

Appreciate if someone could advise the correct setting for this to work, thank you very much.

KevinTheJedi

DonLiu

This is because as an Agent you can override these settings. The Agents creating them would need to change the Ticket Notice option when creating the Ticket:

Cheers.

DonLiu

thanks Kevin for instruction.

Would there be an option to response Notice to ticket owner without the
[Settings -> Tickets -> Autoresponder -> New Ticket by Agent : Ticket Owner] is enabled ?

just want to ask how would below feature be effective ?

"Department -->AutoResponder Setting --> New Ticket : Disable for this department"
and also "Filter Action -> Disable autoResponse"

thanks again!

DonLiu

Hi Kevin, I found that it's overridable if ticket created by Owner, thank you very much !