osTicket Version v1.9.12 (19292ad)Web Server Apache/2.4.7 Linux Mint 17.3 and 17.1MySQL Version 5.5.46PHP Version 5.5.9-1ubuntu4.14what I need is to send a mail to all agents when another agent claims a ticket and / or when an agent writes an internal note.The agents belong to the same Group, Team and Department,I've try different configurations in the Alerts and Notices setting page without successIs there the possibility to set the system in order to achieve this?If yes how can I set the system ?Many thanksRiccardo

I do not beleive that this can be achieved via the ui at this time.Unless... you use a email distribution list for the department manager.

Then I do not have clear what is the use of New Internal Activity Alert (Alert sent out to Agents when internal activity such as an internal note or an agent reply is appended to a ticket.)and Ticket Assignment Alert (Alert sent out to Agents on ticket assignment)Reading the description popup for each voice as above is confusing mePls ntozier can you explain ?many thanks

You asked about sending internal notices to agents in the same department and team and group (group cannot be done, as groups are security groups).  There is no option to send to to Department (but there is to send to Department Manager).  The options are:blankI'm not real sure what it is you don't understand.  It does however look to me like there should be some more options added in there.

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