KACE Product Support

For garrysabino and anyone else who needs it, here is the answer to the orginal question:
(Being used at the moment on a K1000, v5.4.76847)

Question #2 first: "Also, is there any way to automatically refresh the screen every 60 secs to allow us to see if new jobs have been added to any of the queues"

This feature came out recently, not sure which version. Click on "Choose Action" then "Auto-Refresh".

Question #1: Email on Unassigned Tickets

This link is still valid, it is what I followed:
http://www.kace.com/support/resources/kb/article/How-To-Notify-Any-User-or-Group-by-Email-When-a-New-Help-Desk?action=artikel&cat=8&id=613&artlang=en

My settings (repeat for each Queue you want this to work in):
Title: Unassigned ticket update - Notify Owners
Order: 100
Frequency: On Ticket Save
Enabled: checked
Select Query: (Make sure to set the email address in the code where commented)

 select HD_TICKET.ID, 
                           HD_TICKET.ID as TICKNUM, 
                           HD_TICKET.TITLE, 
                           OWNER.USER_NAME as OWNER_NAME, 
                           U3.USER_NAME as LASTINPUTNAME,  
                           DATE_FORMAT(HD_TICKET.CREATED,'%b %d %Y %I:%i:%s %p') as CREATED, 
                           DATE_FORMAT(HD_TICKET.MODIFIED,'%b %d %Y %I:%i:%s %p') as MODIFIED, 
                           HD_STATUS.NAME AS STATUS_NAME, 
                           HD_STATUS.ORDINAL as STATUS_ORDINAL, 
                           STATE, 
                           OWNER.FULL_NAME as OWNER_FULLNAME, 
                           OWNER.EMAIL as OWNER_EMAIL, 
                           U2.USER_NAME as SUBMITTER_NAME, 
                           U2.FULL_NAME as SUBMITTER_FULLNAME, 
                           U2.EMAIL as SUBMITTER_EMAIL, 
                           U3.USER_NAME as UPDATER_NAME, 
                           U3.FULL_NAME as UPDATER_FULLNAME, 
                           U3.EMAIL as UPDATER_EMAIL, 
                           'admin@your-domain.com' as NEWTICKETEMAIL, /*<<<change your email here */
                           UNIX_TIMESTAMP(HD_TICKET_CHANGE.TIMESTAMP), 
                           COMMENT
                      from ( HD_TICKET, 
                      HD_PRIORITY, 
                      HD_STATUS, 
                      HD_IMPACT, 
                      HD_CATEGORY)
                 JOIN HD_TICKET_CHANGE ON HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID 
                  and HD_TICKET_CHANGE.ID=<CHANGE_ID>
                 left join USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
                 left join USER U2 on U2.ID = HD_TICKET.SUBMITTER_ID 
                 left join USER U3 on U3.ID = HD_TICKET_CHANGE.USER_ID 
                     where HD_PRIORITY.ID = HD_PRIORITY_ID 
                       and HD_STATUS.ID = HD_STATUS_ID 
                       and HD_IMPACT.ID = HD_IMPACT_ID 
                       and HD_CATEGORY.ID = HD_CATEGORY_ID
                       and OWNER_ID=0
                       and HD_TICKET_CHANGE.DESCRIPTION NOT LIKE 'TICKET CREATED%'

Send query results to someone: unchecked
Results are tickets, add a comment to each one: unchecked

Send an email for each result row: checked
Subject: [TICK:$ticknum] $title
Email Column: NEWTICKETEMAIL
Email Body:

On $modified, $updater_fullname ($updater_email) updated UNASSIGNED ticket # $ticknum

Ticket Title:
$title

Updated Ticket Comments:
$comment

----
Please review this ticket online, and take ownership or assign an owner, at 
https://k1000/adminui/ticket?ID=$ticknum

Run an update query, using the results from the one above: Unchecked

Hope this helps!
Ken