Sending Notifications to Multiple Admins

jiit

Hello,

We have more than one person who needs to be included on notifications of all internal notes and replies for all tickets (regardless of assignment). The person we set as "Department Manager" receives all of this successfully, however, we need it to go to another person in addition.

This question has been asked on this forum before, and the advice was to set up a group address on the mail server. Done. However, this results in constant duplicate notifications: A user will receive the notifications that they normally would as an agent and department member, and then they will always receive an additional e-mail of the same notification sent to the "department manager" group address, since osTicket considers this address to be a separate person.

Normally, when an agent is set as a department manager, osTicket automatically recognizes when a notification would be sent to that person as both a manager and member / assigned agent, and avoids sending duplicate alerts. Is there a way to get it to behave in that same way, just with more than one department manager?

I appreciate any help here!

KevinTheJedi

jiit

Assign them or their Team to the Ticket is about as best as you can get. The internal activity notice is only sent to Last Respondent, Assigned Agent/Team, and Department Manager. Since you can't set multiple Department Managers you must opt for assigning them or one of their Teams or do something like having a group email as the Department Manager email so when alerts go to the manager it gets sent to the group email.

Cheers.

jiit

Hm, ok, thank you. Too bad we can't just set multiple department managers. I appreciate the confirmation though!