We want to have the ability for IT staff (Operations) to be notified when a new ticket comes into KACE.  It can be done via Notify on Email Creation - but that only applies to the Submitter.  Need to have the same option for Owner.  Only need to do this for some of the tickets, but cannot see how to make this happen.

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  • Here are a couple of places to look for some ideas:
  • I have tried your script. It does some of the things I want, but I don't think I described what I want to do.

    Here is how our Helpdesk works. All tickets are automatically assigned to Level 1 - they work to Triage the tickets, etc. If they cannot deal with an issue, the ticket is transferred to a new owner (may also be a new queue - but we want to work this specific to the Owner).

    What I would like - is when the ticket moves from Unassigned -> Owner or from Owner (i.e. level 1 staff) to Owner (level 2 or 3 staff) - an email is generated letting the new owner know they have a ticket in their queue.

    Our current helpdesk system does this - so no reason why I cannot get KACE to do it - just have to figure out how - lol.
  • Should also advise I have the Owner "Transfer" checked off. But for some reason no email is generated. I just did several tests - (playing with a Parent/Child scenario). I am getting an email on ticket creation (using the aforementioned script) - but when I moved from "unassigned" to a person - no email is generated.

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In service desk queue config, email on events section, in the owner check boxes.  Can select which emails go out to the owners.

Answered 05/20/2014 by: bnerison
Orange Belt

  • We are aware of those options....however it does not have the option "Email on Ticket Creation" for Owner - only for Submitter. The submitter option is also only for when they submit a ticket via email.
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