I seem to be having problems with or understanding Ticket Rules and/or Email on Events.  The Owner (helpdesk person) gets an email when they close a ticket that is assigned to them and I can't see why.  I tried to make it very simple for our purpose - the helpdesk staff (all 2) get an email when a NEW ticket is created, when a Comment is entered by the Owner or Submitter the other gets a email and when the ticket is closed the submitter gets a email informing them.

The Email on Events boxes - Only the Comment for Owner & Submitter boxes & the Resolution Change for Submitter box are checked.   I also enabled the built-in EmailOnClose Ticket Rule.   When I tested this (at least 20 times) the Submitter received a email when the Owner closed the ticket.  And because the Resolution Change box is checked for Submitter only, the email sent will have the Resolution listed in it for the submitter to see.  Now the Owner is getting the email that is created by the EmailOnClose rule (no resolution added to email).  I can't see why.

Thanks.  Russ

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Answer this question or Comment on this question for clarity


The Kace platform has a customer portal feature that if used by the end user, they would be the owner. This is tied in via LDAP to your AD. However, many companies don't use the customer portal feature, thus the Service desk agent becomes the owner. 

A common practice is to define your own custom rule that lifts the customer email from a custom field and sends out an email when a ticket is created or closed. See here for details:-

Answered 03/03/2015 by: Druis
Green Belt

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