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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Alerts Disabled for Agent but Still Sending


I have emailed alerts for a couple of agents for one of the teams and depts that they are a part of but the system is still sending the alert emails to the agent when a new ticket is received. Is there a way to disable them?

Server info:

osTicket Version v1.10.1 (9ae093d)
Up to date
Web Server Software Apache
MySQL Version 5.6.39
PHP Version 5.6.36



  • Perhaps you could supply us with your settings?
  • Hi notzier,

    I have Department X and it has a child depart called "Change Orders". Any one assigned to the change orders dept is also a member of the change order team as well as the parent dept, dept X. They are also assigned to the dept X team and the change orders team. For agents who are apart of the change orders team and change orders dept we tried to turn off email alerts some of our agents saying a new ticket has come in or a reply has come in. I have gone under the agents and unchecked alerts both on the change order dept and the change order team. However they are still getting the email alerts. Is there another check box I am missing? If the parent dept (dept X) has alerts turned on for the user but the child dept and team have alerts turned off for a couple of agents so I need to do away with the parent/child part of the depts and just make them all parent depts with no child depts?

    Let me know if you have a question about a specific setting.

    Thanks in advance!

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