how do I get an alert when a ticket is assigned to a new department

[Rodney B]

I recently intalled and setup kayako.

I setup a few public departments.

I setup an alert to be notified of new tickets.

I setup a "private" department.

I setup an alert so that this private department would be notified via email of any new tickets or any tickets that got assigned to them.

If I send an email (piped) directly to that private department, I get a notification.

If I send an email to a different department, then login via the StaffCP and MOVE the ticket to the private department, I *don't* get an email notification of the move.

Here's a screenshot of my alert setup for that private department.

Any ideas why no email notifications are getting sent when the ticket is moved to the private department?

[supportskins]

Make sure that the staff user to whom you want the alert to be sent is assigned to the private department. Please note, that if Staff A and Staff B are assigned to the private department and if Staff A moves the ticket to the private department then only Staff B will be notified and not Staff A.

[Rodney B]

Originally Posted by supportskins

Make sure that the staff user to whom you want the alert to be sent is assigned to the private department. Please note, that if Staff A and Staff B are assigned to the private department and if Staff A moves the ticket to the private department then only Staff B will be notified and not Staff A.

Thanks for that supportskins!

Please note, that if Staff A and Staff B are assigned to the private department and if Staff A moves the ticket to the private department then only Staff B will be notified and not Staff A.

I think that may have been my problem. I was Staff A in Department A and Staff A in Private Department B.

[supportskins]

That is how the system works and it cannot be changed.