HI there,

I want that, each time a ticket is created, the IT guys (they are 3) receive an e-mail so they know a new ticket is opened.

I'm searching on the forum and on my K1000 but i didn't find anything... Probably doing it wrong.

Could you please help me for that ?

Thanks.
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The simplest approach to this is to create a mail group with the emails of the three guys in it, create a user on KBOX with the email address of the mail group and set that user as the default owner of any tickets created
Answered 12/01/2015 by: Druis
Blue Belt

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Ok great, but how do i choose to affect the user in order to make him default owner of any tickets created ?

And by the way, i just check my K1000 and i wonder how to create a simple user too... 
We configure the K1000 to sync with our Active Directory.
Answered 12/01/2015 by: Olendis
Orange Belt

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  • 1. Click on Queue configuration
    2. Select Queue you want to apply this setting
    3. Click “Customize Fields and Layout” at the top of the page
    4. Under Category Values, change the default owner.
    a. If your newly created user (that has an email address that is a distro list) does not show up, you will want to make sure that user is assigned the appropriate label to allow that user to be an “owner” of the ticket.
    • Your way to do that seems great, but i did not understand what to do at the point a.

      Note: I have "Not assigned" and no choice under Default Owner.

      Could you explain me further ?
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The alternative is to use a ticket rule to send a notification to the mail group.
Answered 12/01/2015 by: Druis
Blue Belt

  • I would like to use a ticket Rule to do that, but unfortunatly i do not see any "New ticket" than "Mail" to mail group...
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Have you seen this FAQ?

https://support.software.dell.com/kb/111222


Answered 12/01/2015 by: nshah
Red Belt

  • I didn't see this FAQ. I will read it and try to follow what it is written. But it seems a little too complicate for me.
    • So, i tried this rule by replacing the 'helpdesk@mycompany.com' with a valid distribution group.
      Replacing the kbox in "http://kbox/userui/ticket.php?ID='" by my serveur address.
      Doesn't work when i create a ticket and wait 15 minutes as said is the rule parameters.
      • That is the FAQ that is handed out by support and others have used. You may want to go through it again to make sure and I have rules set to trigger "On Ticket Save"

        I was going to say check your outbound ticket rules but you mentioned you got the ticket closed email.

        Make sure that in your Helpdesk Queue you fill in the "Alternate Email Address" field with the addressed use by people. Example:support@emailaddress.com
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Note: I receive a mail when i close a ticket.
Answered 12/02/2015 by: Olendis
Orange Belt

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nshah ! Thank you !
That was the solution, i didn't see the "On Ticket Save" .

So the SQL work and we have to choose on ticket save.

Thank you guys for your help.
Answered 12/02/2015 by: Olendis
Orange Belt

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nshah ! Thank you !
That was the solution, i didn't see the "On Ticket Save" .

So the SQL work and we have to choose on ticket save.

Thank you guys for your help.
Answered 12/02/2015 by: Olendis
Orange Belt

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