Department/Teams Notices problem

VoIPRoute

Hi, I am running 1.17.5, PHP 8.1.27, MySQL 10.3.27 and I'm going nuts trying to get some alert notices to function the way I thought I had them setup.

I host this on our VPS webserver using our own domain and email. We had been poling every 5 minutes IMAP but now we are piping the email which is much faster. All email functionality seem to be working fine.

I have 5 departments, 5 teams. and 5 agents. When a support ticket comes it it defaults to the Support Dept. that has 2 agents in it (James & Tom). The new ticket notice is only received by Tom, never James. This has always worked until recently when I updated from and older version to this one, updated the PHP version, made the piping change and made some additional config changes, so I must have made a mistake but I can't find after 2 days of trying.

The other issue I am trying to resolve is that I need all members of the Support Dept., to know when and what team a ticket has been assigned to but its not working that way. The notices are only going to the Team members and not the Dept. members. So some Dept. staff never know a ticket was picked up and being worked on.

Any help or direction would be greatly appreciated

KevinTheJedi

VoIPRoute

If the Ticket is being auto-assigned on creation the Department Members will not receive a New Ticket Alert. This is the way the functionality is intended; you can see it here:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1711

The only people who will receive a Ticket Assignment Alert are the assigned Team Members and/or the assigned Agent. You cannot setup an alert for Department Members when a Ticket is assigned to an Agent/Team.

Cheers.

VoIPRoute

@KevinTheJedi Thanks for the follow-up.

Let me just start with the 1st item:
I am a bit incorrect with my terms and description. In the system settings the default Department is Support and all new tickets are assigned to that Dept., but it is not auto-assigned to a team or an agent (see pic). In that example James and Tom are members of the Support Dept. but only Tom gets the new ticket notice

KevinTheJedi

VoIPRoute

Is James the Manager of the Support Department? If so you have the Manager disabled in the new ticket alert which means he wouldn’t get one.

Cheers.

ntozier

Please show us where you made Tom and James members of the Department.

Please have James search his email to make sure that the email is not being filtered, and put in a sub folder / deleted.
Do they both use company accounts and/or the same email provider? (ie both use Exchange Online, Gmail, Yahoo, etc.)

VoIPRoute

@KevinTheJedi ntozier

I can't tell you how many times I tested all the combinations of manager and not manger BUT the mistake seems to definitely be mine. After a good sleep and a cup of coffee I retested Manager and Alert notices selection and the issue is resolved.

We are so small that I removed James as a manager for all Departments and now new ticket notices and being received by James

Thanks again for the help!