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Okay, fairly specific I realize but this is what we’re looking to do:

We have multiple admins who want to receive emails from Spiceworks when a new ticket is created, but one who doesn’t. He wants to get emails only when there is a response to a ticket he is assigned to, or a ticket he is cc’ed on.

Ticket Rules won’t help as that is only for newly created tickets, and under Help Desk Settings, Email Notification, the only option for new tickets is ‘All Admins’ yes or no.

We’re on Spiceworks 6.2.

Thanks in advance for any help!

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As far as something that granular in Spiceworks, I don’t believe you can opt out selectively like that.

Is it possible to add a rule to your mail server so that it deletes the email in advance? If Exchange, you would need a server-side rule for the admin who doesn’t want to receive the notifications.

Alternatively, you can “demote” the user to be a Help Desk Tech so that he can access only his tickets. But if the admin still needs full Spiceworks privileges, that won’t work.

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Thanks for the response.

Yeah, we have exchange but I couldn’t find a good way to create a filter so that CCed or assigned ticket responses go through, but not the new tickets, as I thought Spiceworks dictated sending emails to those on the ticket, and when exchange receives an email there is nowhere in that email that tells who it is assigned to or who is CCed to it, as far as my understanding goes…

And yeah, he’s the head of IT, so he kinda needs access to all the privileges. Thanks again for the thoughts!

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http://community.spiceworks.com/help/Ticket_Notifier_Template_Ref

I have not tested this but you may be able to modify the default template with an {% if ticket.previous_comments == empty %} to add a comment or trigger such as “This is a new ticket” or something to that effect. Then your Exchange server-side rule can be set to look for that specific text in the message body and delete the message if found. It’s worth a shot.

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But, wouldn’t that ticket than continue to contain that message from than on? I was going to do a filter based on ‘Ticket History’ being found in the email, but attachments or auto-assignments count as ‘history’, and since we do a lot of auto-assigning of characteristics, basically every ticket immediately has a history.

Thanks for the link though, I hadn’t stumbled upon that page and maybe there is something there I can use. :slight_smile:

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I’m unsure if Spiceworks will notice it though if responded to but I do believe it will work. Spiceworks does have a built in capability, set by default, to strip off replies and put only new information into a ticket. So when new notifications are sent against that new comment, your boss should, in theory, see the template, minus the “new” text bit because now there are comments against the ticket, and send a new notification that does not match the Exchange rule.

I’ll do some testing and see what comes of it.

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Also, FYI, I’m testing with Spiceworks 7.1. I’m hoping this will be backwards compatible.

Proof of concept worked.

I added the following lines to the template. Put something similar anywhere really.

  {% if recipient.is_admin %}
    {% if ticket.previous_comments == empty %}
**NEW TICKET CREATED**
    {%endif%}
  {%endif%}

This way if the recipient is an admin and the comments are empty (i.e. new ticket), then the special phrase NEW TICKET CREATED will be sent. That will be your trigger. Then my Outlook rule was set to this:

2014-02-19_09_32_35-Rules_and_Alerts.png

With these, it will be a server-side rule and will function without Outlook being open. The message is unread in the Deleted Items folder so you may want to flag it as read first before deleting it.

Responses to the message use the same template but because there’s a response and comments, the tickets.previous_comments is not empty so the trigger phrase is not printed on subsequent tickets. You may need to add more Exchange/Outlook rules to tweak it but I think it’s production-ready.

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Brilliant. Works like a charm, thanks! :smiley:

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Actually I stand corrected. I had forgotten to check what happens when our filters kick in… and by filters, I mean every time a ticket comes in from anything but the main company of the 5 we handle IT for, we have a filter auto-assign a company name to the ticket based on the email domain. This is considered ‘history’ and therefore no ‘new ticket created’ is appended at the end of the email. This also happens if the user includes an attachment in their initial email.

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You’re going to appreciate me again.

Instead of ticket.previous_comments == empty, change that to ticket.created_at == ticket.updated_at.

If your admin gets auto-assigned a ticket using one of those rules, you will need an Exchange/Outlook rule exception to NOT delete the message because the trigger phrase is sent along with the assignment message “Ticket was assigned to {admin name}.”

I’m supposing that because the ticket is created at the same time all the rules happen, all the time stamps are the same. Any updates subsequent have a different time and no longer are flagged with the trigger phrase.

It looks like I’m going to get two helpful posts and a best answer all in one thread. :slight_smile:

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That’s because you deserve it. :wink:

More thoroughly tested, works. :smiley:

Thanks again!