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I’m in the midst of setting up the Email Settings for our Help Desk. I’ve configured everything and did receive the Test email from my Spiceworks desktop, so I assume all configs are correct.

I went to add a new ticket, filled out all the necessary info and submitted and sat and waited. Nothing.

Upon further research( http://community.spiceworks.com/how_to/show/1022-troubleshooting-helpdesk-email-notifications ), it appears that tickets who’ve been submitted by admins will not notify other admins and this is by design. I understand and appreciate the concept behind this design, but for our particular environment this will not work.

Is there a way I can disable this, and make it so ANY ticket or ticket comment,note, etc. will be sent to all admins regardless of who submits the ticket?

2 Spice ups
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You could create a ticket rule that would add your admins to the CC’d list, making them all ticket participants.

Ticket Rules

2 Spice ups
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Thanks for the suggestion Rob.

I’ve created a Test Rule that doesn’t appear to be working. I’ve attached a picture with what the rule looks like, the only thing I’ve edited out is my email address.

I created a ticket with the Category as Maintenance and I did not receive any emails.

Further, is there a blanket ALL TICKET rule that I am not seeing?

ticketrules.jpg
ticketrules.jpg1008×768 153 KB
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No blanket all ticket rule, but that would be nice!

You might be able to do an ‘Any’ rule where Description and Summary (and any other you want) have a Regex of \S

I’ve not tested this, but it should match anything that has at least one non-whitespace character.

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I use Summary is .* for any ticket. As long as there is ANY character in the Subject line of the ticket that’s inbound (which is required field in the portal, and generally has SOMETHING in an email), it will trigger the rule.

1 Spice up