Service Desk Notifications to Submitters. Caveats in documentation don't necessarily align with email on events section.
In the documentation it states:
"When tickets are submitted or modified through the User Portal or Administrator Interface, the ticket submitter does not receive an email confirmation. However, other users associated with the ticket (such as the Owner, Approver, CC List, and Category CC) receive email notifications as specified in the Queue Configuration Email on Events section. For more information, see Configuring email triggers and email templates on page 27."
Is this above Caveat still true when in the submitter column "Any Change" is checked? Is the only way to respond to a submitter via e-mail and the only way to capture a submitter's responses via e-mail back to KACE?
I was hoping that a KACE service desk Admin could log into the UI make comments, etc. and have the submitter notified that a comment was made and an attachment sent to the via e-mail
Answers (1)
By default the submitter area of checkboxes is limited. The administrator has to decide what level of communication they want the user to have from chanages made to their ticket. No comments go out to the submitter by default so if you want them to go out you have to checkbox it.
"When tickets are submitted or modified through the User Portal or Administrator Interface, the ticket submitter does not receive an email confirmation.
This is correct. The submitter can see the ticket in the KBOX since they logged into the KBOX to open it. No need to send them an email. If the user though sends in a ticket via email, the KBOX does respond back saying it got the ticket since the user has no visual confirmation unlike logging into the KBOX to open it.
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However, other users associated with the ticket (such as the Owner, Approver, CC List, and Category CC) receive email notifications as specified in the Queue Configuration Email on Events section.
this is partially true. the owner...etc will get an email when things change in the ticket, not when a new one is create. KBOX out of the box doesn't have a outbound notification indicating a new ticket has been entered. You have to create a ticket rule for that.
