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I have my Spiceworks Help Desk User Account role set as “Admin” and “All” notifications. I have Spiceworks Help Desk Notifications set like the screenshot below, yet I do not receive an email alert when a user fills out the help desk ticket form and chooses my name in the “Assigned to” field. I’m not interested in seeing email alerts unless the user requests my help specifically. Being an Admin and an Assignee, I thought this should work. What am I missing here?

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3 Spice ups
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Are you talking about end users assigning tickets to you when they submit them in the end user portal? Unless you’re using a custom form, I don’t think this is even possible.

Admins don’t get emails when other admins create tickets through the admin portal, though. This is by design.

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An end user shouldn’t be able to specify you specifically - how is this happening?

Unless the ticket is created and sent directly to the helpdesk account or sent via the portal, you wont get notifications, only a direct email.

If they are emailing your helpdesk account or using the portal, no one is notified of a new ticket, you will be notified ONLY once you are assigned the ticket.

The assigned to field may be your own custom form, unless you have a ticket rule matching it to you, it’s just a field, nothing happens to it - you can clarify this if you look in the ticket view, does it show as unassigned or assigned to you?

Note that a user cannot assign tickets, only admins or a ticket rule, and only on creation for the latter

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This would not work since all tickets come as unassigned unless you setup a category for each helpdesk tech or assign various categories to a tech or Admin. This will need to be done through ticket rules and the alerts should work. Users though will not be able to request or assign ticket to a helpdesk person.

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I’m looking to see if the Spiceworks Help Desk can be used as a universal ticket system for all departments, not just IT. For example, the Marketing Manager could use it to assign a task to one of his Marketing Team members. To do this, I am looking to set up all employees as “Help Desk Admins” and allowing them to sign in to Spiceworks to submit tickets as opposed to using the User Portal. The “Create Ticket” button has an “Assigned To” field available to them which they could use to pick anyone else in the company to assign their task/ticket to. I don’t want everyone in the company to get every ticket submitted though, Only tickets assigned to them.

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Update: I simply missed a check mark on the Help Desk Settings “User Accounts” settings for the individual user:tempJPG.jpg

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