I am currently demoing the KACE 1000 unit...I am having issues with the email notification for the Service Desk working consistently...

If I create a service desk ticket logged in as User1 and I have myself setup as a Owner and also setup to receive email notifications for all changes to the ticket...I will not receive a notification that the ticket is created, but if I go back into the ticket and make a change, then I will receive a notification...

Any ideas what I could be doing wrong...I've checked my local SMTP server and the email never reaches it and I know email communication is working because, like I said, I do receive some notifications...Very puzzling..

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Email will usually work or not work. It rarely works for some entries and not others, but is possible. You would need to contact support if that was truly the case OR you could try this post:

But I don't think that's your issue. recap:
So the submitter of the ticket is user1 with email user1@company and the owner is jtoates@company
Ticket owners are setup to receive email of "any change"

Based on what you have said you should not get any emails since you made the changes in the WebUI -- therefore the helpdesk doesn't need to send you a receipt a confirmation since you made the change realtime.

If you are getting an email at all then perhaps you are also on the cc list or category cc list or have rule that is running?
Answered 10/26/2010 by: GillySpy
Seventh Degree Black Belt

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Thanks for the quick response...I think I get what you mean...I'll do some more testing!
Answered 10/26/2010 by: jtoates
Senior Yellow Belt

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KACE should recognize that most users will send themselves tickets as they set up Service Desk - so this only creates more questions. We too have been baffled by this until finding answers here on the boards. If the app is going to suppress email based on a hard-coded business rule, it should be documented better.
Answered 01/04/2011 by: bostonbound
Purple Belt

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