We have ticket rules that sends out email notifications to both submitter and ticket owners when a new ticket arrives. I got some help from this link: http://www.kace.com/support/resources/kb/article/How-To-Notify-Any-User-or-Group-by-Email-When-a-New-Help-Desk This is working well.

However, I have tested the same ticket rules to send notifications to a mobile device SMS address (ex. myphone@pm.sprint.com) rather than an email address. Currently the message is not getting sent to the SMS address. Any thoughts why this is happening? Thanks for the help.


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Does the SMS device get an email if you send it from the email test in troubleshooting tools? Does the SMS device get a regular email from Exchange (or whatever you use)?

Keep in mind that a SMS message is only 140 characters and probably doesn't handle HTML well if at all. Something like this might help: http://ezinearticles.com/?Forcing-an-Exchange-2007-to-Send-a-Plain-Text-Format-on-a-Per-E-Mail-and-Domain-Basis&id=3834297

Answered 09/14/2012 by: jknox
Red Belt

  • Any luck with a resolution?
  • Hello Jnox, sorry for the delayed response. To answer your questions, I can send a message from my Outlook to the device. All I do is type in the SMS address of the device for the recipient and it gets to the devices. Problem right now is that the message doesn't get to the recipient if the message is coming from the KBOX via ticket rules that we have created.
    • Does the SMS device get an email if you send it from the email test in the KBOX under troubleshooting tools?
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