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KACE Product Support Question


Comment notification emails not always sent by K1000 Service Desk

02/09/2016 1430 views
Can somebody confirm an anomaly we are seeing with the 6.4 Service Desk?

Email on Events is configured like this:

Events:                       Owner Submitter
Any Change                 X
Owner Change             X            X
Status Change             X
Comment                     X             X
Approval Change         X            X
Resolution Change      X            X
Escalation                    X            X
SLA Violation               
Ticket Closed                             X
New Ticket Via Email                  X

If an operative types a comment and clicks "Apply Changes" the comment is saved in the ticket history but NOT emailed to the submitter.  If the operative clicks the "Submit" button on the comment the email IS sent to the submitter.

I could understand it if the comment was discarded totally, but it is there in the history.  Our help desk people naturally assumed that because the comment was in the history then the user would have seen it.  There is nothing to say it has not been emailed   This has led to some embarrassing conversations with the user along the lines of "we updated the ticket" "well I didn't see anything".  We can train the staff to always press "Submit", but it si bit counter-intuitive, when the "Apply Changes" button give the impression of doing it all correctly.

Can someone check and see it isn't just us, before I try raising a defect with Dell?
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bradlsi01,

I am guessing you mean the comments sent via email do not produce comment notifications? 

This issue is logged at K1-18177 and K1-18175 with Dell and has been addressed as fixed in v6.4SP1 Update (v6.4.1202061). We noticed this issue before the update and now that we have applied the update the issue appears to be resolved. 

If you cannot update to v6.4SP1 what we used as a work around was to enable 'Any Change' for 'Owner' and 'Submitter' and if someone sent in an email comment they would receive the notification. Mind you, they would also receive a notification for literally everything so keep that in mind. If you can update though I would say do it. 

Hope this helps! 
Answered 02/11/2016 by: MAXintosh
Senior Purple Belt

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