How does the DefaultTicketOwners account work to send emails to Owners/Service Desk Staff/whatever a technician is called?
How does the Default Ticket Owners account work? I can't get emails at all when a ticket is created.
Many years ago I setup a K1000 physical appliance and had to enlist help from a programmer to create queries so all three help desk personnel (we called them Technicians) would get an email when a new ticket was created/submitted. That was fine! It's now 2015 and I'm configuring a K1000 virtual system with the newest updates and I see this feature in the book called DefaultTicketOwners account which says "If you want your Service Desk staff to receive email notifications when new tickets are created, you can create a DefaultTicketOwners user account. Etc..." Anyway, I've been working on this for a week now and have gotten nowhere fast. I even called 'Dell' support and got some guy who wanted me to create a distribution group, add people to that, create queries, etc. I asked him why I would do all this when the book clearly states there's a better way and that's what labels are for. He also told me my Role couldn't be a K1000 Admin if I wanted to be part of the service desk staff and get emails. I was the Admin and senior helpdesk supervisor for 5 years and it worked perfectly. Now my mouth is hanging open and my finger was on the hangup button.
What am I doing wrong?
Thanks. Russell
Many years ago I setup a K1000 physical appliance and had to enlist help from a programmer to create queries so all three help desk personnel (we called them Technicians) would get an email when a new ticket was created/submitted. That was fine! It's now 2015 and I'm configuring a K1000 virtual system with the newest updates and I see this feature in the book called DefaultTicketOwners account which says "If you want your Service Desk staff to receive email notifications when new tickets are created, you can create a DefaultTicketOwners user account. Etc..." Anyway, I've been working on this for a week now and have gotten nowhere fast. I even called 'Dell' support and got some guy who wanted me to create a distribution group, add people to that, create queries, etc. I asked him why I would do all this when the book clearly states there's a better way and that's what labels are for. He also told me my Role couldn't be a K1000 Admin if I wanted to be part of the service desk staff and get emails. I was the Admin and senior helpdesk supervisor for 5 years and it worked perfectly. Now my mouth is hanging open and my finger was on the hangup button.
What am I doing wrong?
Thanks. Russell
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Answers (1)
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Posted by:
h2opolo25
9 years ago
Russell,
Are you getting any emails at all? I have a custom rule to get emails on new tickets. By default KACE doesn't do that.
http://www.itninja.com/question/email-new-ticket
If you don't get any emails at all check the following:
1. Did you setup and test your email server from KACE?
(Settings > Network Settings > Email Configuration)
(Settings > Support > Run Diagnostic Utilities > Test: Email Sending)
2. Did you populate your DefaultTicketOwners group with users?
3. Do your users have a valid email address on your email server and the email field correct in KACE?
(Settings > Users > Email Address field)
4. Is the DefaultTicketOwners group assigned to the queue you are trying to get emails from?
(Service Desk > Configuration > Queue > 'Queue Name' > Owner Label)
5. Does your queue have an alternate email address?
(Service Desk > Configuration > Queue > 'Queue Name' > Alternate Email Address)
6. Are the proper boxes checked under Email events in the same view as #4 and 5?
Comments:
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This is strange - I just tried it and all I got was a spinning wheel. I tested it last Friday and it was working fine. I just rebooted the system and after 15 minutes it's working?? I double checked a couple other settings and tried testing again - spinning wheel - not going through. It's like there is a bug in the system. The company has had the K1000 & 2000 for over two years and never set them up (I'm new here). We have been using the K1000 for Inventory/assets for the past 7 months and I get emails every night from Root. I've also been getting failure emails (my email is in the Alternate address for the queue) as I've been trying to get this to work. - rjobe 9 years ago
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I also forgot to ask what you meant by the default ticket owners group. Are you referring to a distribution group or assigning users to the defaultticketowners label? If it's a dist group the manual doesn't say anything about needing that for this to work.
Item 3 - I created 3 test accounts specifically for this and all three work fine.
Item 4 - The defaultticketowners label is assigned to the Owner Label of the Queue.
Item 5 - see previous comment.
Item 6 - As far as I can tell everything is correct. - rjobe 9 years ago-
default ticket owners I was referring to is internal to KACE. It is a label that needs to have your technicians in the group. If emails go to this group but nobody is in it then nobody gets the emails.
If you are getting inconsistency with KACE locking up I would suggest you open a support ticket with them since most likely there's something else wrong as well.
curious...what do the failure emails say? - h2opolo25 9 years ago-
I'm really confused on how this "Default Ticket Owner" setup works and I'm very sure that Dell techs or engineers have no clue as well. Opened a support ticket and tech just looked at everything and said good. However, he had no answer for my question about the Default Ticket Owners feature in the K1000 and what it does.
I've spent the better part of two weeks on this and things still happen in the K1000 that CAN't be explained.
First of all, I did find the KB articles about setting up the Exchange server with transport rules, etc. and that was done. I also setup a dist. group for the default owners and added two test accounts (Owners) and I created a 'Ticket Rule' to email the Owners. Keep in mind that the K1000 Admin or Service Desk guides make no mention of any of this when setting up the Default Ticket Owners feature.
Everything seemed to be working since the two 'Owners' get an email when a new ticket is created. This is a custom email message as well.
Now today - I have two (2) Service Desk Queues - I create a ticket in the second service desk queue (which I'll call Q2) and the two Owners (same Owners as first queue) get an email from Q2 stating: "Ticket Updated. For complete details, etc... Ticket Created."
Where Did This Email Come From? It's not the custom message I created AND this queue (Q2) does not have any Ticket Rules so it shouldn't have sent out anything.
I then tested the first queue (I'll call Q1) and both the 'Owners' received the custom message I created.
It seems to me that the 'Email' that Q2 sent out was What The Default Ticket Owners feature was supposed to do to begin with - but doesn't. Correct me if I'm wrong here.
I disabled the Ticket Rule in Q1 and tested BOTH queues again and now neither queue sends out an email to the 'Owners'.
This system is so buggy it is unreal.
Does anyone have any insight on this? - rjobe 9 years ago
Another option was to configure a default email address for ticket categories as explained on page 35 of the manual. I did and that doesn't work.
The failure emails were due to trying ticket rules which are disabled at present time. - rjobe 9 years ago