KACE 1100 not email All Ticket Owners
I've setup my KACE Service Desk to use the All Ticket Owners group, and added all potential tickets owners to the group. I also created the DefaultTicketOwners user per the help file, and added it as well. Finally, I made the DefaultTicketOwners user the default ticket owner and saved my Queue. Problem is, whenever a new ticket is created, no one in All Ticket Owners is alerted to this fact. Changing the default Ticket Owner to a specific user will dispatch an email, however it is an update notice rather than a new ticket email. Can anyone shed some light on this for me?
Answers (1)
By default emails are sent to assigned ticket owners (and category cc users, if defined). Email notices are NOT sent to potential owners. I think the following should address your issue.
http://www.itninja.com/question/email-ticket-owners-label-on-new-unassigned-ticket
Comments:
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Thanks for the link, I'm slowly working through it to make it work properly. I was confused initally by this line in the docs "Because DefaultTicketOwners is the default owner, all potential ticket owners will get email when a ticket is created." I wish it really was that easy! - bharrison 11 years ago
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it does look like it is in the works... http://kace.uservoice.com/forums/82699-k1000/suggestions/2868303-email-group-on-unassigned-ticket-creation - grayematter 11 years ago
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Hopefully they get it implemented at some point. Until then, I got your script up and running, thank you! - bharrison 11 years ago
