Department from email not used for Alerts to agents

v60fan · Jul 20, 2016

Server InformationosTicket Versionv1.9.14 (8b927a0) — Up to dateWeb Server SoftwareApache/2.4.10 (Debian)MySQL Version10.0.25PHP Version5.6.23-0+deb8u1I am am seeing what I think is strange behaviour for Alerts sent when an Internal Note is added to an existing ticket. I have the tickets assigned to a Department, called Translation, which has a Department-specific email set in Outgoing email. Instead of the New Internal Note alert coming from the Department-specific email, it comes from the default email for the entire system. The strange part is that when the ticket is initially created, and auto-assigned based on Help Topic, the New Ticket Alert comes from the correct Department-specific address.I have researched similar problems on this form and it appears related to:http://forum.osticket.com/d/discussion//alert-e-mail-addressI also found an issue in github:https://github.com/osTicket/osTicket/issues/1433which I thought was resolved withhttps://github.com/osTicket/osTicket/pull/1555I manually checked my: class.dept.php file and I see the new function from 1555 pull request thereI'm now out of ideas why this is occurring.Thanks for any help or ideas.

ntozier · Jul 20, 2016

I was of the opinion that internal email alerts always come from the system default email if they are going to agents, and that the departmental level email is used when sending emails to Users... until I read this post. Now I'm questioning it. Can anyone else confirm or deny this? I'll try to find some time later to reconfig a department in my primary installation and see if I can confirm this.