KACE Product Support Question

KACE Ticket Notifications for Particular Queue Not Working After Upgrade to V9

01/25/2019 604 views

Prior to upgrading to V9, we had a particular ticket queue where when a ticket was updated/closed, an email was sent to a distribution group address that i had setup as a CC List for each Category in their queue.

The email would come as a standard ticket modified email with their distribution group email as the only in the TO: field.

Since the upgrade, they haven't received any of those emails. I did go into the "Email on Events" section for their queue email and check every event for the Category CC.

That said, is there anything that  could be happening with the emails being sent from KACE post v9 upgrade?

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All Answers


Check the settings on your email queue, test sending and receiving in settings on the KACE appliance. If everything seems to be as it should and you still have no emails, log a support ticket with KACE, as history has shown this is precisely the kind of functionality that gets missed during release testing.

Answered 01/29/2019 by: Hobbsy
Red Belt


We had the same thing happen after upgrading to v9 for a queue where tickets are created as unassigned but have a cc list.  Email notifications stopped working after the upgrade and Quest has acknowledged this as a known bug.  I ended up creating a custom rule for that queue that checks for unassigned tickets every 15 minutes and notifies the cc list.

Answered 01/30/2019 by: jpack1221
Senior White Belt

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