Auto-assign to department by filter is not sending email to department members

nvali

I'm having an issue I was hoping get some help with.

I'm filtering incoming emails and if matched, setting the department accordingly. I'm struggling to identify why the department members are not receiving notifications -- I can see the filter is setting the department correctly.

When I manually transfer the ticket to the department, the notification does get sent.

Any suggestions would be appreciated. Thanks.

KevinTheJedi

nvali

Post the raw headers for the email as maybe there is a header causing it to be seen as auto reply which would prevent alerts from going out.

Cheers.

nvali

KevinTheJedi Thanks for the quick response. Note that the sender and the recipient are the same email addresses.

Here are the headers:

[redacted]

KevinTheJedi

nvali

Hmm I see nothing odd there. Try reviewing all alert settings to ensure the New Ticket Alert is enabled for the Department.

You can view the relevant documentation here (just look at all the Alerts and Notices sections; autoresponder is for users not agents):

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html#alerts-and-notices

Cheers.