Email Notifications when a ticket is open

christophedrapier · 2021-10-29T07:45:07.000Z

Hello,

I have 7 accounts created on my Helpdesk :

5 Helpdesk admins : These accounts need to see all unassigned tickets to take ownership or disptach to the people in charge (Helpdesk notifications are checked)
2 Admins : with Distribution group as email adresses. (Helpdesk notifications are checked)

I would like that “distribution1@email” et “distribution2@email” (the 2 admins accounts) receive email (of courses the 5 Helpdesk admins are in these 2 Distribution groups) but NOT the 5 Helpdesk Admins.

In the notification parameters : I have checked “ticket is opened” for unassigned ticket for All admins.No other choice like Admins except Helpdesk admins…

Do you have a solution for me ?

christophedrapier · 2021-10-29T08:14:54.000Z

tag support team

@spiceworks-support-team

Brendan-Spiceworks · 2021-10-29T12:13:13.000Z

I think you’ve complicated the notification structure quite a bit.

I’m not sure what the point of the distribution groups are - in practice, you’d just need to add all Admins and Help Desk Admins to the app, and then let the app take care of notifying the users.

In fact, using a distribution group as part of a help desk email address is frowned upon because of the potential for that to create ticket loops.

Are you able to remove the distribution groups and just add the admins by themselves?

christophedrapier · 2021-10-29T12:54:32.000Z

In fact my 2 Admins account are Shared mailboxes.
What I would like :
When a Ticket is Created (unassigned) → Email is send to these 2 share mailboxes…(the 5 Helpdessk admins don’t receive emails).
The 5 Helpdesk admins could log into the Helpdesk and Take ownership or disptach…
Then the assignee and the creator of the ticket receive email (on assigment , comments ,close or Reopen).

Brendan-Spiceworks · 2021-10-29T12:59:04.000Z

When a Ticket is Created (unassigned) → Email is send to these 2 share mailboxes…(the 5 Helpdessk admins don’t receive emails).
But are the 5 help desk admins part of the shared mailbox? I guess I don’t understand why the 5 admins don’t receive emails from the help desk directly?

The 5 Helpdesk admins could log into the Helpdesk and Take ownership or disptach
This would still occur with what I’m proposing.
Then the assignee and the creator of the ticket receive email
This is how it’s supposed to work by default.
Enable notifications for the 5 help desk admins, get rid of the shared mailbox accounts, and let the application take care of the notifications.
All this said - the Spiceworks Desktop App is reaching end-of-life Dec 31. Have you considered using the Cloud Help Desk?
More here: What’s going on with Spiceworks Tools & Apps in 2021?