KACE Product Support : Emailing on new ticket

Emailing on new ticket - Difficulty with FAQ

I've been trying to implement the suggestion at:

I did not alter the query at all except the e-mail address.

I simply can not get it to send an e-mail to the address assign as NEWTICKETEMAIL.

Other built in notifications work just fine. I tried setting this rule as the first rule too, and still no success.

I know I'm missing something simple. Did anyone else have to perform other tweaks to get this to work?

Thank you.

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