I use osTicket 1.9.14 - PHP 5.4 and am facing some problems, my scenario is as follows:

- Department 1 -> Agent 1

- Department 2 -> Agent 2

The "Department 1" is main, so all tickets will first pass through it, and then be transferred. When a customer creates a ticket it is going to the "Department 1" when the "Agent 1" the "department 1" transfers the ticket without giving any response, the ticket is transferred to the "department 2" and members of " department 2 "receive a notification that the ticket was transferred to them, now the" agent 1 "the" department 1 "give an answer to the ticket before transferring it, the ticket and automatically assigned to the" agent 1 "because it who gave the answer and after that when the "agent 1" will transfer the ticket to the "department 2", the ticket fact be attributed to the "agent 1" members "department 2" did not receive the notification by email that the ticket was transferred to them in the department 2.

- What it is needed for the "department 2" receive message "alert transfer" even if the ticket is assigned to the "first agent" department 1 "?

- Is there any way ticket be transferred and assigned to the department at the same time for the "Agent 1" no longer have access to the ticket?

Thanks for attention.

So tickets can be assigned to both a department and an agent at the same time. The way you have it setup now means that although it is assigned to Department 2... Agent 1 (in dept1) will still be able to see and follow the ticket.

Hello,ok, as do i so at the time of transfer the ticket automatically assign someone from the "department 2" and the "Agent 1", of the "Department 1" does not have more access to it. For from the moment that the "Agent 1" was assigned to the ticket, and this ticket is transferred to the "department 2" the agents "dapartment 2" do not receive the "transfer alert" by email and  "Agent 1 " as you said, is still with access to the ticket.Thanks for attention.

I would try shutting off "Claim on Response".

3 years later

@dramirez thread is 3 years old.

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