Department Emails Can't Be Staff Members?

gadonj

I apologize beforehand if this is one of those "read the documentation" problems but I just seem completely stumped by how many levels of grouping there are.

I have a list of 10 categories that I want as Help Topics in the dropdown.

I have 6 staff members.

When a ticket is created, I want the notification email to be sent to a staff member that I assign per Help Topic.

Problem: It is the department email that gets notification. The department email must be selected from the list of emails, not the list of staff members. The emails created in the Emails section of the control panel cannot be in use by a staff member. I really don't understand how this is supposed to work. The person receiving notifications can't be a staff member? That seems instinctively wrong and it really doesn't work for my implementation.

Can someone please help me sort this out?

Kelli

I think you're confused on what department emails are for. They're for incoming email to the system, and show up as the from address for outbound email from tickets in that department. - osTicket doesn't send emails to department addresses.

When a ticket is created, I want the notification email to be sent to a staff member that I assign per Help Topic.

For new tickets, you can send an alert either to all staff members in a department, or the department manager in Admin Panel > Settings