Email Alerting Issues

[tim.hyndman]

Hi There,

We currently have the following setup on Support Suite 3.20.02:

6 Staff members, organised into two groups - Tier 1 support and Tier 2 support. There are two departments, Support and Engineers. To enable full visibility, each staff member can see the tickets currently allocated to both departments. For example, user joeb can see what is currently assigned to the engineers and the support teams.

We have three alerts setup, for a new ticket, new client reply, and department move. The engineers department is private, and the support public. When a client submits a new ticket to support, for some reason the engineers department members (tier 2 group) are being alerted. On the alert, I have set this up to only notify the support department but this still keeps occurring.

We can get around this with email message rules, but surely, if the ticket is for support only support department members should receive the alert?

Any thoughts appreciated.

Regards
Tim