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I have SW up and running and have test tickets coming in. Under Help Desk Settings I have User Email Notifications set to all except when comments are added. This is all working great and they get alerted when every a ticket is created, updated or closed. My problem is with the support group. When a ticket comes in I have a rule that all tickets get assigned to Service Desk. When that person assigns a ticket from Service Desk to another person I want that person to get emailed about it getting assigned to them. They are simply clicking the drop down under Assignee heading and switching it on the ticket. It does assign the ticket to the new user but it doesn’t send the email. Also, under Help Desk settings I have Assignee and CC’d Admin or Tech all checked. I have also checked under User Accounts that the user is an Admin and also has Help Desk checked to get the notification. I know it’s not an email problem and doesn’t appear to be account related. I’m running out of ideas and places to look for this. I have checked the log files and it is indeed only pushing the email notification back to the submitter who created the ticket. It is not sending out a notification to the user it is being assigned to and I’m not sure why.

Any help on this would be greatly appreciated.
Thanks!

2 Spice ups
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I have figured it out. It does not send an email if you assign it to yourself as I guess the logic is that the ticket was assigned to you already so why should I email it also.

Thanks

1 Spice up
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Hi,

You are correct. By default, Spiceworks will not notify you of any action that you do. You would see the ticket as assigned to you in the help desk. You can browse the feature request page and upvote one of the alert request. There are a few out there that would take care of this.