I think I've found a workaround (maybe a final solution) about this and only in a few lines of code.I have tested and it works.osTicket version: 1.9.14File: /include/class.ticket.phpline 990:function onNewTicket($message, $autorespond=true, $alertstaff=true) {...line 1012://Send auto response - if enabled. if($autorespond && $cfg->autoRespONNewTicket() && $dept->autoRespONNewTicket() && ($msg=$tpl->getAutoRespMsgTemplate())) { $msg = $this->replaceVars($msg->asArray(), array('message' => $message, 'recipient' => $this->getOwner(), 'signature' => ($dept && $dept->isPublic())?$dept->getSignature():'') ); $email->sendAutoReply($this->getOwner(), $msg, $msg, null, $options); // START WORKAROUND: Notify collaborators on New Ticket if ($cfg->notifyCollabsONNewMessage()) { // Check if Collaborators should be notified. $this->notifyCollaborators($message, array('signature' => ($dept && $dept->isPublic())?$dept->getSignature():'')); } // END WORKAROUND }