1

I am setting up Spiceworks for our help desk software. Right now, it will be very limited use. We will have someone answering phone calls from users and that user will then create a ticket in spiceworks. The user won’t assign the ticket to anyone so I need an email to go to all of the other admins. If the user creates the ticket in the admin portal (http://) instead of the user portal (http:///helpdesk) the other admins aren’t notified. It works if they use the user portal though. Is this by design or should the email notify users whenever a ticket is created in both portals?

4 Spice ups
2

What you are describing as what is happening is the way my system works. It is like it assumes you are already in Spiceworks so why should it email you.

3

By design SpiceWorks will not email anything if the creator of the ticket is also an admin or the assignee. If you have someone controlling this the best way would be to use the CC feature and email to a group. Or you could also setup the ticket rules which might give you the functionality you are looking for.

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

There is also an alert that can be set for any ticket not assigned that will send out alert emails (but I think the lowest is 1 hour)

-Jay

4

You could also take a look at the tickets anywhere commands

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

You could use that to notify a group email as well by entering the command into the comment field.

-Jay

5

Beyond that, I did find this feature request,

http://community.spiceworks.com/feature_request/show/Help%20Desk/1167

I don’t think that is the only one though, so worth doing a search.

I helped by spicing it up.

-Jay