To start off
osTicket v 1.15.2
Web Server : Apache
MySQL Version : 10.3.29
PHP Version : 7.3.28
We use the "auto-assign to" function for specific help topics rather than have someone go in and assign the tickets manually. I am not sure if I found a bug or just misunderstanding how transferring/reassigning tickets to other departments work.
I created a test ticket that would be assigned to the IT Department. The Auto-assigned worked. I then Transferred (without maintaining referral access) the ticket to the Pricing Department. They did NOT get an email blast, but the ticket showed up for them in their SCP but still shows up in the IT Department SCP as well. Also, when an agent in the new department replies to the ticket that I submitted under my own name, their department and myself should have been the only ones to get emails. Since the ticket still shows to be assigned to the IT Department, the IT Department ALL got the update to the test ticket. The other department did not get emailed of a reply. To me this is wrong
A normal user creates a ticket that will automatically be assigned to the IT Department. An agent in the IT Department then re-assigns (not transfer) without maintaining referral access the ticket to the Pricing Team. The ticket disappears in the SCP for the Agent that re-assigned the ticket. The ticket still shows up in the SCP for every other agent in the IT Department. The pricing Department gets an email blast that they have received a new ticket. The emails work how they normally should, but other Agents in the original department can still see the ticket.
Both of these scenarios (which I can confirm it all) sound either like I am telling our people how to re-assign/transfer to other departments/teams is incorrect, or that there is a bug with something. Can anyone shed any light on this?