I am not the department manager, I would be the department member. But when it was only set to department member I was not getting the email alert. But when I got added to the department member security group I then started to receive the osTicket email alerts. It sounds bizarre I know, but I went from receiving no emails, to double emails. I am continuing to research on my end, but I wanted to post a discussion on it in case someone else had a similar experience.