I've setup my KACE Service Desk to use the All Ticket Owners group, and added all potential tickets owners to the group. I also created the DefaultTicketOwners user per the help file, and added it as well. Finally, I made the DefaultTicketOwners user the default ticket owner and saved my Queue. Problem is, whenever a new ticket is created, no one in All Ticket Owners is alerted to this fact. Changing the default Ticket Owner to a specific user will dispatch an email, however it is an update notice rather than a new ticket email. Can anyone shed some light on this for me?

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By default emails are sent to assigned ticket owners (and category cc users, if defined).  Email notices are NOT sent to potential owners.  I think the following should address your issue.

http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket

Answered 02/19/2013 by: grayematter
Fourth Degree Black Belt

  • Thanks for the link, I'm slowly working through it to make it work properly. I was confused initally by this line in the docs "Because DefaultTicketOwners is the default owner, all potential ticket owners will get email when a ticket is created." I wish it really was that easy!
  • it does look like it is in the works... http://kace.uservoice.com/forums/82699-k1000/suggestions/2868303-email-group-on-unassigned-ticket-creation
    • Hopefully they get it implemented at some point. Until then, I got your script up and running, thank you!
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