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Since we upgraded to SMA 9.0 all our IT users are getting New Ticket emails. We have individual category owners but everyone is getting all the new ticket emails. I have set the user preferences - Owner label setting to our IT label that contains all out IT staff. Is this why we are all getting the emails?
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It will be a combination of the members of the labels and how your rules are configured. It sounds like you are using rules that are set to email all owners, and not category CC or just the specific ticket owner.
Answered 09/11/2018 by: chucksteel
Red Belt