The php interface in osticket does not notify the staff of an incoming mail unless the staff refreshes the browser.
When running the cron job as a scheduled task, not based on staff activity (fetch on auto-cron), staff get notifications of incoming mail without the need for browser refreshes.
Oh, I just noticed--you weren't the original poster. Was this a question, or an answer?The staff will get notifications IF osTicket is configured to send them.As for requiring staff to refresh their browsers, that's not quite correct. The open ticket list auto-refresh frequency is a user preference..For what it's worth, the original poster has not been back here since the day this question was posted. :(Jack