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Hi I am new to my company and to Spiceworks. Just signed an agreement to an outside IT support provider. Has anyone ever configured Spiceworks to allow employees to open their own tickets in the Portal but instead of opening a ticket in Spiceworks just have it email the info on to the outside vendor?

Curious in Denver

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2

I think Spiceworks is intended for internal help desk personnel, so to have everything in control.

But why don’t you create a user or users for the provider? Then you can open the ports in your router/firewal (or whatever you have) where Spiceworks runs so they can get access to the help desk app and actually make use of the tickets, that way you also can get reports of everything they fix.

Well it’s just a thought.

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Thanks! We did think of that but they have their own internal tracking system that they would prefer to use since their whole company is already trained on it.

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What about this?

  1. Create the admins on Spiceworks, just to have mail adressess to notify to.

  2. Configure Spiceworks to send an email to those admins when a ticket is opened.

  3. Try to make a rule where all tickets closes inmediately after someone opens them.

You’ll have to instruct your users to dismiss the emails from Spiceworks notifying them that the ticket was closed, but it may cover your needs.

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That’s a great idea. And I think I can configure it to not send an email when the ticket closes too.

THANKS!

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Hi Fred

I’m new to Spiceworks and learning my way around. I have the rule to mute the ticket then assign it. Any clue where I would start to try and create a rule to delete the ticket? We also use this for Facilities requests so I don’t want it to impact them. So far it is doing everything else correctly. Just don’t know how to make it delete.

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I don’t think there is a rule to delete the tickets, but maybe you could find an app to delete them automatically after certain time or something like it.

Welcome to the community! Hope you find it useful.

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