1

I have upgraded to ver 5 and the creation of tickets and responding to tickets using mail to my spiceworks server is working intermittently. I have to keep restarting the server to get it work. It will run properly for a short time and then just stop working from email.

Thanks

Bob

4 Spice ups
2

What email server are you using???

3

Exchange 2003

4

Further testing is showing that updates to tickets from the Spiceworks admin helpdesk-ticket pages puts the update into the ticket but is not sending email.

Thanks

Bob

5

I’m having the same issue. Exchange 2003

New tickets are not being sent out.

6

** Update ** Ver 5.0.60041

New ticket emails are still not being generated

Test Email when editing the template does go out

Alert email is going out to admins

Does anyone from SW have an idea as to what is going on and when it will be fixed?

7

This looks like its a problem with the end user accounts in the database. I have the AD scan activated in the 5.0 ver… I found that the accounts existing at the time of the upgrade have been marked as disabled. I also found that if I deleted the account info in the user table in the spicework database the problem is fixed for the user that was deleted. Any tickets associated with the user will be orphaned and need to be re-associated with that user manually. I have been working with the support team and they may have a cleaner solution then just deleting the account info. Will update if they do.

8

New update ~
This morning, I got 2 tickets emailed to me. They were assigned to me, but commented on and closed by someone else.
So, commented tickets are going through but new creation ones are not.
I do not have the option turned on to email when a ticket is closed.

9

Just installed version 5.0.60600 and new tickets are still not being generated.
As with my last post, email’s are generated when someone makes a comment and the test email is going out.

10

** UPDATE ** Ver 5.0.60600

Closed ticket email is only being generated when someone else closes the ticket

Comment email is only being generated when someone else makes a comment

New ticket email is still non existant

11

Ver 5.0.60600

I don’t know if it’s supposed to be this way or not…

When I create a ticket for myself, I do not get an email.
When someone else creates a ticket for me, I get an email.

So, new ticket emails are working but only if someone else creates them.
Personally, I would like an email when I create tickets.

12

Aargau3: This is by design, why to get an email for MY work, as I already know what I did… I need the notifications if there are changes by others.

See here the notifications matrix (at the end of the site): http://community.spiceworks.com/help/Help_Desk_Notifications

13

I understand and yes it makes sense. I was just used to getting that email.

14

If you really want this,

  • create an alias or distribution list at your mailserver which forwardes all emails to your account
  • create an admin user in SW with the email address of this alias/distribution list
  • use Ticket Rules to add this user in CC to all tickets

Note: in this way you would get some notifications twice. Feel free to deselect “Email Notification” for your account to prevent this.

15

Cheers

16

Same problem here. In my case, restarting got the server to start creating a tickets again, but it still isn’t sending out notifications. Test emails from the server are fine. I downloaded sqlitebrowser and I’m looking at the database to see if I can detect the aforementioned users being disabled, and possible enable them. I’d rather not orphan all of our existing tickets.

17

Ok, our users are NOT disabled, so it is something else.