Email notification not working consistently

I am currently demoing the KACE 1000 unit...I am having issues with the email notification for the Service Desk working consistently...

If I create a service desk ticket logged in as User1 and I have myself setup as a Owner and also setup to receive email notifications for all changes to the ticket...I will not receive a notification that the ticket is created, but if I go back into the ticket and make a change, then I will receive a notification...

Any ideas what I could be doing wrong...I've checked my local SMTP server and the email never reaches it and I know email communication is working because, like I said, I do receive some notifications...Very puzzling..


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Answers (3)

Posted by: GillySpy 12 years ago
7th Degree Black Belt
Email will usually work or not work. It rarely works for some entries and not others, but is possible. You would need to contact support if that was truly the case OR you could try this post:

But I don't think that's your issue. recap:
So the submitter of the ticket is user1 with email user1@company and the owner is jtoates@company
Ticket owners are setup to receive email of "any change"

Based on what you have said you should not get any emails since you made the changes in the WebUI -- therefore the helpdesk doesn't need to send you a receipt a confirmation since you made the change realtime.

If you are getting an email at all then perhaps you are also on the cc list or category cc list or have rule that is running?
Posted by: jtoates 12 years ago
Senior Yellow Belt
Thanks for the quick response...I think I get what you mean...I'll do some more testing!
Posted by: bostonbound 12 years ago
Purple Belt
KACE should recognize that most users will send themselves tickets as they set up Service Desk - so this only creates more questions. We too have been baffled by this until finding answers here on the boards. If the app is going to suppress email based on a hard-coded business rule, it should be documented better.
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