KACE Product Support Question

Ticket creation Via email not sending notification email to owner. But sends to submitter.

04/15/2020 202 views

Hi guys.

like I said..

Ticket creation Via email not sending a notification email to the owner, but does send to the submitter.

Obviously it's more vital that the owner gets notified.

This is strange because it did work a while back.

So now the owner only sees if he has a new ticket by logging in to the SMA.

Also.... New ticket creation via web portal sends an email notification to the

owner but not to the user. As far as I know, I have added the submitter

to the people who receive emails. 

I have ticked the box for both the "Submitter" and the "owner" to receive mail in the "service desk queue Email settings" settings.

But only the Owner is getting it when the ticket is being created.

Any help would be greatly appreciated.


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All Answers


Hi there,

It would be very hard to comment on your issue without reviewing the logs on the appliance, reviewing the service desk email matrix settings and queue email settings.

What type of external email system is the appliance connecting to when sending emails? Office 365, Gmail, on premise Exchange...etc

What version of the KACE SMA?

I recommend that you open a support ticket if you need additional  assistance with this issue.

Answered 04/15/2020 by: KevinG
4th Degree Black Belt


If the other mail functionality is working, i.e. when you log other tickets, and the email matrix is set correctly, the owner gets an email, that screams BUG to me!!

you don’t say what version SMA you are on, but get to 10.1 and test again.

If it still does not work, log a support call, as Quest is notorious for not testing all Servicedesk functionality over the years, and they may just have missed something

Answered 04/16/2020 by: Hobbsy
Red Belt

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