Hello,I have new ticket alerts set up, but I don't want every department to receive them when they get a ticket. I see the option under each department to set "Alerts and Notices" to "None", but then that department won't get any notifications such as "Overdue Ticket Alert" or "New Message Alert", correct?Is the only way to achieve what I want to disable all alerts for the departments that I don't want to get new ticket alerts?ThanksServer InformationosTicket Versionv1.9.4 (c18eac4)Web Server SoftwareApache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9 PHP/5.4.16MySQL Version5.5.37PHP Version5.4.16

You would have to play with the settings to find out for sure, but it sounds like it to me.

at the moment, i think the only alternative is to set up a team, matching the dept. and either have it's own email address, and have anything to that address assigned to that team,or set up a ticket filter to assign it to that team.ok, it's not a new ticket alert, but if it's something new coming in and being automatically assigned, then the ticket assignment alert will effectively be the same thing.

Just look inside the department settings, iirc you can disable it there.Additionally you can create a ticket filter to disable it when a ticket is coming to a specific department or you can play with the help topic setting (when a specific help topic is used for a specific department) to disable it there.Or you disable it completely and make a ticket filter to send out a canned response when a ticket is opened at that one department. I'm not 100% sure, but I think it should be possible since there are a lot of possibilities how you can achieve it ;)

5 days later

So it looks like I have to make use of teams for this one. One of the team settings is to disable the assignment alert. What's weird is that when the ticket is auto assigned to a team, no one in the department is notified about the new ticket anymore (regardless of the assignment alert for the team). Whatever, works for me. Thanks

Write a Reply...