1

I recently setup a spiceworks installation that we want to use for a client with about 4-5 people who will be setup as admins. The majority of tickets will be submitted by end users via email, and some by the admins entered into spiceworks. The problem I am having is if admin A takes a call and places a ticket in the system the other admins aren’t being notified. I thought I remembered Spiceworks at one point would notify all admins that a ticket was created even if that ticket was created by another admin? Is there a way to set this? It would appear from the setting that I have checked multiple times that it would but from some of the documentation I have read it appears that if a admin creates a ticket no notification is set to the other admins unless it is assigned to a different admin. I am getting this from the chart attached. I think it would make sense to keep all admins in the loop. Basically what we are looking for is that admin A takes most of the calls and enters them so that admins b c d e etc get a email notification that a new ticket has been created and can assign it to themselves once assigned the other admins get a email notification about that and get emails about comments the other admins make. We have a small team that supports this client and they would all like to be in the loop for the calls that come in which range in the 10-20 range per month. I know we can enter the other admin names in the the cc field but we would like to automate as much of this as possible.

notifications.JPG
notifications.JPG735×262 78.2 KB
3 Spice ups
2

Use ticket rules to automate the process of adding cc admins.

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

So, as the ticket from that client comes in, you add all the admins to the ticket.

3

Missing some check marks under assigned ticket assigned admin?

4

you need to go to settings> user accounts> then under email notifications select who yo want to receive email notifications.

5

Thanks for the help. Looks like I will have to use the ticket rules. I have set the notifications to the attached screen shot which should be working but are not. I found a note that there is a issue were if one admin creates a ticket in the ui and leaves it unassigned the other admins which are suppose to get notified don’t.

This is from the spiceworks website:

"Known Issues

•Admin creates ticket in Spiceworks, sets “Creator” to an end-user and leaves it unassigned
◦Notifications are only sent to the end-user added as Creator and any CC’d users. No admins are notified.
•An assigned ticket is unassigned by an admin
◦Notifications will be sent to the creator and any CC’d users. No admins are notified.
•New ticket is assigned upon creation, whether through the app or ticket rules
◦All admins are notified of the new ticket, not just the admin the ticket was assigned to.
•An unassigned ticket is assigned through Tickets Anywhere commands
◦The admin to whom the ticket is assigned is not notified.
•A Note is added, by an admin other than the assigned one, to a ticket with CC’d admins
◦Assigned admin is notified, but CC’d admins are not."

notifications1.JPG
notifications1.JPG913×542 113 KB