When a ticket is created by an admin in the helpdesk ticket queue there isn’t an email sent to the admins. Also when a ticket is updated or closed in the queue the admin is not notified by email. Everything worked as Template per Event (Plain Text Only) but since the change to Template per Content-Type (HTML and Plain Text) it hasn’t worked. In the helpdesk settings all of the admin notifications are checked.
2 Spice ups
Just to clarify first.
if an admin assigns a ticket to themselves, updates it themselves, or closes a ticket themselves then it will not generate an email. This is by design because spiceworks thinks that if admin assigned it to himself then they should already know it was assigned to him.
Now if you another admin is assigning a ticket to a different admin and you are still not generating email you may have a different problem with your email.
So basically my problem is that when an admin creates a ticket from the queue, no one is notified. We have 3 admins and none of them are sent a message.
cole-sw
(Cole (Spiceworks))
4
There are two places you should check to make sure the notifications are set up correctly:
Under Settings > User Settings make sure Notify Me is checked next to the users that you want notified
Under Settings > Help Desk Settings make sure the check boxes for the types of notifications you want to go out are checked.
It should also be noted that by design, Spiceworks will not send out notifications if Admin A creates a ticket and puts himself in the “created by” field. This is so that Admin A doesn’t get an email that Admin A just created a ticket. Hope that helps!
