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01/09/2019 77 views

I think I need to explain this first, because my kace seems to be named different than anything I find on the net. Makes research difficult because i'm not sure what to follow. I am running Version: 6.4.120822


My service desk pretty sure was renamed to Help Desk. Within that is configuration, within that I have Dept/Requests(BUT NOWHERE ON THE INTERNET DO I SEE DEPT/REQUESTS) so i'm assuming this is supposed to be named QUES??? To me this is where I create a help desk for a dept that will have their own ticket system. I have 2 set up, 1 for me IT, and 1 for another dept in which the supervisor of that dept is the owner.

So, to lead up to my question, and I've looked everywhere, and see answers for every questions related,  except this one (For A New Ticket, not a Ticket Change)which baffles me. Anyways, within the Customize Fields and Layouts with the Que? (again to me it says Dept/Requests) there is Category Values, I've spent countless hours testing this, and found out that whatever name is set as the DEFAULT OWNER, is the ONLY person that will get an email when a NEW TICKET  is created. When I open up my "Que" my name is selected as the Owner.


There is a dropdown list, my name shows as the owner. I have set up my assistant to be an administrative backup role, and his name will show up, if I select him to be the owner, then and ONLY then will he get an email. I have tried to make him an owner along with me and he still doesn't get an email. 

So my question is, how can I make it that when a New Ticket is created we both will get an email.


Sorry for the long explanation , assumed it would be useful.


Thanks

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It sounds like you are using the system rules for notifications. If that is the case, then you can place both of your email addresses in the Category CC field and check the appropriate boxes for the notifications to be sent to the category CC (instead of the owner).

The alternative would be using custom ticket rules for your notifications.

Answered 01/09/2019 by: chucksteel
Red Belt

0

Basically you create a custom ticket rule.  The GENERIC goes like this.  In the Select SQL box you have:

SELECT *.* 

FROM HD_Ticket

WHERE c.description LIKE 'TICKET CREATED%'


Underneath that, check the "Enable Email" box and add the email addresses you want to receive the notification.

Answered 01/10/2019 by: C.Burgess19
White Belt