Email notification for new ticket, per department?

asmith3006

We have an osTicket install running 4 different teams. Three of the teams are very small (2 people each) so they don't monitor the inbox constantly. They would really like to receive emails when a new ticket comes in.
The 4th team is large and it's their job to sit in the inbox monitoring it constantly so they do not want to receive emails when a new ticket comes in.

Is it possible to setup the new ticket email notifications on a per-department basis? I can only see this as a global option.

Thanks,.

ntozier

So ... you have used two different osTicket terms. These terms are not really compatible.

You talk about having Teams, and then ask about Departments. So which is it?

You can turn on ticket alerts and notices at: Admin panel -> Settings -> Tickets -> Alerts and Notices.
If you do not want a specific Department to get Alerts and Notices, then you can go to Admin panel -> Agents -> Departments and disable them. Click on your Department and see Alerts and Notices

Teams (which are cross departmental groups) do not have this functionality.

asmith3006

Sorry, I meant "osTicket Departments"
I want all agents to receive notifications when they get a response to one of their tickets, and I want specified departments to receive a "there's a new ticket" email, but only specified departments.

ntozier

Enable New Ticket Alert and New Message Alert: at Admin panel -> Settings -> Tickets -> Alerts and Notices.

On the departments that you want to not have those alerts go to them and shut them off.

david

It is more or less clear how to enable/disable email notices to agents, but it is not so clear for regular users/guests. I was trying to figure out why external users are not receiving an email when Agent opens a ticket on their behalf until I have read https://docs.osticket.com/en/latest/Features/Collaborators.html?highlight=new%20ticket%20email and saw TICKET NOTICE ->Alert All missing on my forms.

I was checking every checkbox in Autoresponder and Alerts And Notices until I figured out that it is treated as an Autoresponder -> New Ticket by Agent

Which is not really an autoresponder but rather an Agent initiated Ticket with an Email alert/notification to a user (who is in the end the owner of the ticket). Thus such setting would be more appropriate and less confusing if placed here:

ntozier

I am not seeing a question to answer.