Same member as primary member on two departments?

giannopk

Osticket 1.18

I have created 2 departments, department1 and department2.
I have created 2 users, user1 and user2

user1 is assigned as primary member on department 1
user2 is assigned as extended member on department 2
user 1 cannot be assigned as primary member on deparment 2.

The result is that department2 does not have a primary member but only an extended member.

Will extended members be able to receive alerts and close tickets in the department2?
Can I set the same member (user1) to be a primary member in both departments?

KevinTheJedi

giannopk

You mean Agents. Please ensure you use the correct terminology to avoid unneeded back and forth and wasted time.

Agents can only have one Primary Department. The rest of their Department Access is Extended Access. This doesn’t affect anything as they can have the same permissions as the primary department and perform the same actions if configured as such.

For extended access members to receive alerts you must go to the Department in question, scroll to the Alerts and Notices section, and ensure Recipients is set to "Department and extended access members".

This can be found in our documentation:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html#disabling-alerts (scroll to "Alerts and Notices:")

Cheers.

giannopk

KevinTheJedi Thanks a lot for your answer!

KevinTheJedi

giannopk

Correct, yes.

Cheers.