Email On Ticket Creation
We want to have the ability for IT staff (Operations) to be notified when a new ticket comes into KACE. It can be done via Notify on Email Creation - but that only applies to the Submitter. Need to have the same option for Owner. Only need to do this for some of the tickets, but cannot see how to make this happen.
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Posted by:
bnerison
10 years ago
In service desk queue config, email on events section, in the owner check boxes. Can select which emails go out to the owners.
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We are aware of those options....however it does not have the option "Email on Ticket Creation" for Owner - only for Submitter. The submitter option is also only for when they submit a ticket via email. - hutcha4113 10 years ago
Posted by:
RandomITdude24
6 years ago
You need a Ticket rule for that, or using the option to notify all owner in the queue (this last part is only available in 9.0)
http://www.kace.com/support/resources/kb/solutiondetail?sol=SOL111222
http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket - grayematter 10 years ago
Here is how our Helpdesk works. All tickets are automatically assigned to Level 1 - they work to Triage the tickets, etc. If they cannot deal with an issue, the ticket is transferred to a new owner (may also be a new queue - but we want to work this specific to the Owner).
What I would like - is when the ticket moves from Unassigned -> Owner or from Owner (i.e. level 1 staff) to Owner (level 2 or 3 staff) - an email is generated letting the new owner know they have a ticket in their queue.
Our current helpdesk system does this - so no reason why I cannot get KACE to do it - just have to figure out how - lol. - hutcha4113 10 years ago
Thoughts? - hutcha4113 10 years ago