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Systems Management Question


Newly created queue and label does not generate an email when a ticket is created.

10/20/2020 159 views

I created a new queue and label yesterday. If I use one of our old labels, the email generates for the new queue properly. If I use the newly created label, it does not notify me when I create a test ticket. It does notify the other queue owners, however. If another queue owner creates a ticket, I receive an email. It's only when I create the ticket myself that I do not receive a notification. It's not a huge deal, but this works in our other queues, and I'm not sure what I have missed. 


Essentially:

L1 (previously created, original label) - If I create a ticket, I still receive a notification that a ticket was created in a queue in which I am an owner

L2 (newly created label) - If I create a ticket, I do not receive an email notification that a ticket was created in a queue in which I am an owner

L1 - If someone else creates a ticket, I receive an email notification that a ticket was created in a queue in which I am an owner. The ticket submitter receives a notification, as well.

L2 - If someone else creates a ticket, I receive an email notification that a ticket was created in a queue in which I am an owner. The ticket submitter, however, does not.


I'm not sure if the issue is in the queue settings, because if I change the label to a previously created one (L1) the emails generate. However, there isn't very much to creating labels, so I'm not sure what I could have missed there. Clearly I have missed something, I'm just not sure where it is. Any help would be very much appreciated! 

2 Comments   [ + ] Show comments

Comments

  • First I’d say you should know when you are creating a ticket or is you’re short term memory as bad as mine? ;o) Can you share how the email settings of your queue is set?
  • Check queue "Email on Events" settings. Also check what labels are applied to the queue and what users are assigned to those labels. It sounds like the issue should be related to one or both of those settings. Screenshots might help to understand more easily.

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