KACE Product Support

Screenshot of what MoranTug stated above.

 

All other things being equal, a distribution list doesn't matter to the kbox. Try the email sending test from here: http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=676&artlang=en

If that works then please describe what you're trying to do because it is likely the kbox isn't even attempting to send to that address -- usually based on settings, etc

I am having the same issue on our K1000. Emails of ticket changes go out to users, but if the ownership of the ticket is assigned to one of the distribution group users, nothing goes out. I would think that the K1000 wouldn't know a distribution group email address from a single user email address, but something is different.

Emailing is working fine...other than not notifying a distribution group of any ticket changes. We even have the group in the various CC lists, but nothing is going out.

We want a group of people notified about a ticket category, and then an individual can take ownership.

cc list emails are driven by the checkboxes. Make sure they are set correctly.

I stole this query from here and modified it so you can see what the stakeholders should get. Run this against a specific ticket ID and if you're cc person is not in it then you must have configuration issue or an invalid email format or something. Note that this will combine all their emails into one entry so examine the TICKET_HISTORY column closely.

select C.ID,
HD_TICKET.ID TICKET_NUMBER,
NOTIFIERS.EMAIL NOTIFY_USER,
P.NAME TICKET_PRIORITY,
HD_TICKET.TITLE TICKET_TITLE,
case when PV.VALUE<>'HIDE' then CONCAT('http://',KBOX.HOST,'/adminui/ticket.php?ID=',HD_TICKET.ID)
else CONCAT('http://',KBOX.HOST,'/adminui/ticket.php?ID=',HD_TICKET.ID) end TICKET_URL,

IFNULL(GROUP_CONCAT(DISTINCT CONCAT('----- Change by ', UPDATER.EMAIL,if(H.VIA_EMAIL=',',' (via email)'),' at ',cast(H.TIMESTAMP as char),' -----\n',
H.DESCRIPTION,'\n',H.COMMENT)
ORDER BY H.ID DESC SEPARATOR '\n'),'no user entries') TICKET_HISTORY,
P.ESCALATION_MINUTES TICKET_ESCALATION_MINUTES,

IFNULL(SUBMITTER.FULL_NAME,'unassigned') TICKET_SUBMITTER_NAME,
IFNULL(OWNER.FULL_NAME,'unassigend') TICKET_OWNER_NAME,
IFNULL(SUBMITTER.EMAIL,'unassigned') TICKET_SUBMITTER_EMAIL,
IFNULL(OWNER.EMAIL,'unassigend') TICKET_OWNER_EMAIL,

case when NOTIFIERS.ID=OWNER.ID then CONCAT(UPDATER.EMAIL,if(C.VIA_EMAIL=',',' (via email)'),' at ',cast(C.TIMESTAMP as char),'-----\n',
C.DESCRIPTION,'\n',C.OWNERS_ONLY_DESCRIPTION,'\n',C.COMMENT)
else CONCAT(UPDATER.EMAIL,if(C.VIA_EMAIL=',',' (via email)'),' at ',cast(C.TIMESTAMP as char),'-----\n',
C.DESCRIPTION,'\n',C.COMMENT) end CHANGE_DESC /* future goal: modify the owners to be based on owner label */

from HD_TICKET
JOIN HD_TICKET_CHANGE C ON C.HD_TICKET_ID=HD_TICKET.ID and C.ID>0
left JOIN HD_TICKET_CHANGE H ON H.HD_TICKET_ID=HD_TICKET.ID and H.OWNERS_ONLY=0
JOIN HD_PRIORITY P ON P.ID=HD_PRIORITY_ID
JOIN USER NOTIFIERS ON
/* notifiers is in the list */
(FIND_IN_SET(NOTIFIERS.ID,C.NOTIFY_USERS)>0 and
CONCAT(NOTIFIERS.EMAIL,',')
RLIKE '^([[:alnum:][.period.][.hyphen.][.underscore.]]+@([[:alnum:][.hyphen.][.underscore.]]+[.period.])+([[:alnum:][.hyphen.]]){2,4}[[.comma.]]+[[:space:]]*)+$' )
OR
/* email is in list and it's a valid address */
(FIND_IN_SET(NOTIFIERS.EMAIL,C.NOTIFY_USERS)>0 and
CONCAT(NOTIFIERS.EMAIL,',')
RLIKE '^([[:alnum:][.period.][.hyphen.][.underscore.]]+@([[:alnum:][.hyphen.][.underscore.]]+[.period.])+([[:alnum:][.hyphen.]]){2,4}[[.comma.]]+[[:space:]]*)+$' )
LEFT JOIN USER_ROLE_PERMISSION_VALUE PV ON PV.ROLE_ID=NOTIFIERS.ROLE_ID and PV.PERMISSION_ID=43
JOIN (select 'k1000' -- < change this value to your server name
HOST) KBOX ON 1=1
LEFT JOIN USER OWNER ON OWNER.ID=OWNER_ID
LEFT JOIN USER SUBMITTER ON SUBMITTER.ID=SUBMITTER_ID and C.OWNERS_ONLY=0
LEFT JOIN USER UPDATER ON C.USER_ID=UPDATER.ID
WHERE HD_TICKET.ID=7

Since Kace is not an authenticated network user, you have to go into the mail flow settings tab of the distribution list, select message delivery restrictions and UNCHECK the require that all senders are authenticated checkbox.

This FAQ should help
http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en

Actually it doesn't. It helps with emails going into KACE and out to individual email "accounts," but it doesn't help with exchange distribution lists.

We have no problem with KACE sending out emails to individual accounts, it has problems with distribution lists.