I'm bringing this from the old forum since we were just getting started. My original post is as follows:
This is a noobish question from a noob, but I'm stumped and searching has turned up zilch.
Here is my problem:
The members are getting notices for tickets that aren't appropriate.
Here's why I say that:
The default text of the notifications that staff members get when a ticket is created say "A new ticket has been created in your department. Below are the ticket details."
Also in member's settings there are options to receive "New Tickets in My Departments (Applies to Staff Only)" and New Replies in My Departments (Applies to Staff Only).
Now, what ties a person to a department? In the members settings I can place members into a group, not a department. In the group management I can grant permissions on departments. The same for the Dept. Management. But none of these seem to affect what notices go to whom.
What am I missing here? Any explanation will be much appreciated.
Kudos to the devs for a really first class app! (one I hope we'll be implementing soon)
