I have checked the boxes that department members should get them,but nothing...Only the admin-email gets a new ticket notification Any way to debug why this does not work ?running 1.10 installed 5 days agoEddie
Hmm, it seems this happens if you auto assign a new ticket to a teamIf you don't all department members get a "new ticket mail"If you do, only the admin-email gets the "new ticket mail"not what I expected
If your assigning the ticket to a team then I would think that the team (who will be working on the ticket) should be getting a new ticket alert, not the department (who shouldn't be working on the ticket).
the team members are the same as the department members in my case.The team members DO get a "new ticket assigned to your team by auto assignment" ..A ticket assigned to a team is something different than a "new ticket"
Sounds to me like you are using teams in a way that it wasn't intended to be used.If you want your department to get the announcement then you don't need to use a team.Teams are cross department organizational units.
Despite of how to use teams for some users.New ticket notifications are not send if a ticket is auto-assigned ...The ticket still is new ...
@[deleted]That's not the way the system works. You can look at the comment on this line of code in function onNewTicket() (the function that's called to send alerts on new ticket) and see that it states that "it will only alert the Dept. Members if the ticket is NOT assigned".Cheers.