osTicket 1.18.1 agent don't receive emails

asironi75

Hello all, as described in the topic, I'm facing a strange issue related to only two agents who don't receive any emails when a ticket is open/answered/solved but other agents mebers of the same department receiving those messages.
I've check in "Teams" under single agent page and the "alert" box is selected, but they still don't receive any emails.
The same agents are linked also to another department, and for that department they receive emails w/out any issue, settings of both departments are the same.
What could be the issue and how can I fix it?
Best regards,
Alessandro

KevinTheJedi

asironi75

Is the agent a primary member or extended access member of the example ticket’s department?

Cheers.

asironi75

KevinTheJedi thank you for your reply.
Agents are primary members, the scenario is that we have mutiple Departments, each department is assigned to a specify customer, we have add agents as primary agents to each department they are related.

KevinTheJedi

asironi75

Show me a screenshot of an example Ticket's header. Censor any sensitive information before posting.

Cheers.

asironi75

Hi @KevinTheJedi did you mean this? If not, can you please post me an example of what you mean?
Thank you,
Alessandro