Choose whether or not to send new ticket alert to team members by department.

dschumm

So, i'm in a situation where the tickets are being emailed in, but i don't want all of the members to get every single new ticket alert. i really just want them to get a notification if they're assigned the ticket. with that said my department members need to get all of the new ticket alerts for our department. is there a way to set this up? if so i can't find it currently...

2018-01-25 12_30_25-osTicket __ Admin Control Panel.png

blueyeguy

You can set assignment options for each help topics which might do what you want.Admin Panel > Manage > Help Topics > > New Ticket Options and set Auto-assign to: to Unassigned. Then make sure your auto responder settings only send alerts for Assignments, not New Tickets.Admin Panel > Settings > Tickets > Alerts and Notices(Assuming 1.10 since you did not include any information about your version or environment) Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

dschumm

I actually did post a picture of my "information" but it's not showing up for one reason or another. i'll test this idea out though and see if it's what i need. i'm on 1.10.1.https://imgur.com/a/uyS7a

ntozier

go to the department that you want to suppress emails from.Admin panel -> Agents -> Departments -> the department you do not want to send email.Look at: Autoresponder SettingsAlerts and Notices

dschumm

@[deleted], if i disable new ticket then no one in the department will get the notification. i need one person or select people to get new ticket notice but not everyone in the same department. specifically i have one person that is an external that i don't want to get new ticket notice. i just want him to get notifications for replies to the emails and when tickets are assigned to him/them. but the manager and possibly other team members still need to get those notifications.

ntozier

There is no way to configure osTicket to do that in the UI that I can think of.Unless maybe if you set Alerts and Notices to managers only (over at admin panel -> settings -> tickets -> Alerts and Notices) and make the department manager a fake account that is actually an email list. that includes the users that you want the announcements to go to.

jayesh_shertate

I am currently facing same issue..
Please help on below .
https://forum.osticket.com/d/93075-department-members-are-not-getting-new-ticket-alert

ntozier

@jayesh_shertate your post does not appear to have anything to do with the topic.
Closing topic.