Duplicate Ticket Notifications After Upgrading K1000 to 13.383
Recent upgrade from Version 12 to 13.383.
After the upgrade our Custom Ticket Rule isn't working correctly. The ticket is created and notifications are sent but the message isn't "marked as read" in the O365 HelpDesk inbox. This results in a duplicate ticket being generated every 60 seconds.
We have disabled the CTR but the canned notifications don't provide enough information in the email.
Does anybody know why the O365 messages aren't being "marked as read" after the ticket is created?
Thank you
Answers (6)
I believe you have a support ticket open for this issue. The issue is under investigation at this time. Once more is known the ticket will be updated.
Following this thread, we're about to update to v13 and are interested in the outcome of this since we have a board linked to a 365 mailbox.
We were advised to disable our Custom Ticket Rule and use Service Desk Queue Email Settings\"Customize All Emails" instead. Seems that field names in the new version don't match our old query.
https://k1000.yourdomain.com/adminui/queue_templates.php?ID=1
We changed the "Ticket Created from Email (Queue Owners) to the following.
SubJect
[$ticket_number] $ticket_title
Message:
$ticket_submitter_name has opened ticket # $ticket_number
Status: $ticket_status Priority: $ticket_priority
From: $ticket_submitter_name ($ticket_submitter_email)
Subject: $ticket_title
$last_comment
$ticket_url
Im having a hard time understanding why the email was not marked as read when a ticket was submitted via email? The moment kace reads an email it should be marked read unless it is being purposely filtered.
Your ticket notification rule doesnt even seem related to this?
Also, did kace release a schema change in its release notes? I have to go read the docs for 13.38.
Sorry Im not fully awake yet. maybe I missed something.. but this is concerning as I have nearly 100 rules in productiion.
Yesterday Quest published the doc informing schema changes. Probably, your issue is related with those changes.
https://support.quest.com/pt-br/kace-systems-management-appliance/kb/4370272/kace-sma-13-0-database-schema-changes