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Hi,

I have a need to set up the spiceworks helpdesk so that Helpdesk admins should only be notified by email when calls are assigned to them. They are complaining that they are receivng all emails which are assigned at the moment.

I did look at the helpdesk ticket rules but I dont know how to set up what i want. Can someone please help with some laymans instructions!!!

many thanks,

Paul

2 Spice ups
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Have a look in the HelpDesk Settings page, you can change how admins get notified there, I think you currently have it set to notify all admins on ticket assignment rather than just having the assigned admin enabled (and you probably want to enabled notifications to any CC’ed admins too).

1 Spice up
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As Nick-C said, disable the notifications for “for unassigned tickets All Admins”.

But note: no one will be notified that theres a new ticket. I use "Ticket rules" to assign all incoming to an specified admin. In this way, this one admin gets a notification (because its assigned to him). This admin can reassign then tickets to others (if needed).

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Hi guys,

thanks very much for this information. The only thing I dont understand is how to set up a rule so that it emails an admin when any ticket is opened in the ticket rules section. I have not had to create a ticket rule before and I dont understand what I am looking at.

thanks,

Paul

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There should be no need to create a ticket rule to do that.

Take a look at my example below, this is what I use to email all admins when a new ticket arrives however if any updates to that ticket come in they are only sent to admins who are assigned/CC’ed on the ticket

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You can`t setup a rule to send a notification - you can setup a rule to autoassign a ticket: http://community.spiceworks.com/help/Ticket_Rules

Here`s an example:

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Hi,

thanks again its very kind of you to take the time to help. I don’t think i was clear in my last post.

I do not want helpdesk admins to be notified when a ticket is opened. But I do want admins (or one admin) to be notified so that they can then assign a call to the required helpdesk admin. At that point the helpdesk admin should be notified by email

thanks,

Paul

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Nick-C wrote:

There should be no need to create a ticket rule to do that.

Take a look at my example below, this is what I use to email all admins when a new ticket arrives however if any updates to that ticket come in they are only sent to admins who are assigned/CC’ed on the ticket

In this way, the helpdesk admins gets a notification for every new ticket :wink:

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Paul3729 wrote:

Hi,

thanks again its very kind of you to take the time to help. I don’t think i was clear in my last post.

I do not want helpdesk admins to be notified when a ticket is opened. But I do want admins (or one admin) to be notified so that they can then assign a call to the required helpdesk admin. At that point the helpdesk admin should be notified by email

Create a ticket rule as shown in my second screenshot and set then the notification settings as shown in my first screenshot. That`s all.

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Sorry! you beat me to it, thats what i wanted

thanks guys!

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You`re welcome :slight_smile:

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I have two teams of IT (Help Desk and Software Developers).

Team 1 needs to be notified every time a ticket is opened; Team 2 only needs notification if a ticket is assigned to them.

If I disable the notifications for “for unassigned tickets All Admins”, then Team 1 won’t receive email notifications when they should.

However, if I enable “for unassigned tickets All Admins”, then team 2 will be inundated with emails they don’t need.

I thought I could work around by un-checking the Email Notification box of Team 2 under Settings > User Accounts and creating a rule to only email Team 2 members if a ticket is assigned to them, however now they don’t receive ANY notification.

Any suggestions?

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Thanks for hijacking this topic. I`m sure you would get responses from more people here if you create an own question.

Anyway, as I wrote: http://community.spiceworks.com/topic/139740-notifying-admins-only-when-tickets-are-assigned-to-them?page=1#entry-760393

In your case, you could create a mail list for Team 1 at your mail server and an admin user “Team 1” with the email address of the mail list. Then and create a ticket rule to auto assign “Team 1” to every incoming ticket.

Or create a ticket rule to auto assign all members of “team 1” (http://community.spiceworks.com/topic/139740-notifying-admins-only-when-tickets-are-assigned-to-them?page=1#entry-760429 ).

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I know this ticket is old news now (5 years old), but I was just trying to figure this out. Our boss wants to be notified when any ticket is assigned, but the rest of us don’t want all of these notifications.

Here’s the solution I just put in place (and sort of matches some recommendations above):

  1. Change Admin Notifications for “Ticket is assigned” to assignee and CC’d admins (NOT all admins)
  2. Create a rule that puts the boss as CC on every ticket that is created

This allows the boss (since he’s CC’d on every ticket) to get those emails, but not the rest of us (unless you’re actually the assignee).