I have not verified that this still is a problem in 1.9.4, but at least I had the problem with 1.6ST.
1.6 is really old. I suggest to first test if the issue is still present in 1.9.4.
Besides please provide more info about your osTicket setup:
http://forum.osticket.com/d/discussion//please-read-before-requesting-assistance#latest