KACE Product Support Question
Email Even on new ticket creation via portal
I'm having an issue with emailing submitters when they create new tickets. If they create via email, they get a reply from the system with the ticket number. If they create via the portal, they do not get a confirmation email. In the Email on Events matrix, I have it checked to email the submitter both on 'New Ticket via Email' and 'New Ticket via Portal'. I have asked Kace support and they are telling me this is by design. Their answer is:
"It seems the built-in mechanism to send a confirmation email to the submitter, only works if the ticket gets created by email. If the ticket gets created through the portal, the appliance decides that the user does not need a confirmation."
What is the point of a checkbox under the submitter matrix specifically called 'new ticket via portal', if the systems is designed not to do that? Does anyone else have this issue?