I have what I think is a simple question, but I haven't found a clear way to implement. I have a large number of agents in a department. I only want a small group of agents to receive notices when a new ticket comes in. Those agents do the triage, and assign tickets to other agents in the department as needed.

Thus far, I can only find a way to notify a "department manager," or "Department Members" (all members) when a new ticket arrives. (settings... tickets... alerts and notices.... new ticket alert)

Can anyone suggest a workflow I can use?

osTicket Version = v1.14.5 (bb17f34)
Web Server Software = Apache/2.4.46 (Win64) OpenSSL/1.1.1g PHP/7.4.12
MySQL Version = 10.4.11
PHP Version = 7.4.12

IF it were me... I would create a mailing list on my mailserver.
I would add the users that I want to get the announcements to that list.
Then I would go into osTicket and make a fake agent and set that agents email to be the mailing list.
Then make that agent he manager of the department, and shut off all other notifications that you dont want on.

    ntozier Thanks for the suggestion, much appreciated. I'll consider that option.

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