Send out emails when tickets are created.

shawn71155412 · 2009-12-30T12:12:40.000Z

I need to have certain email address’s notified when a ticket is created via the portal. Not just the user that created it, but more like the user creates it and a few boss’s are notified. Seems easy but i’m missing it.

This does work if the ticket is emailed in, just by fwd’ing from the spiceworks default email acct. but not when a ticket is just created via webpage.

dcharavay · 2009-12-30T12:18:21.000Z

Are the bosses setup in SW with admin accounts? If so go to Settings | Help Desk Settings and adjust the User and Amin Email Notifications.

If the Bosses are not admins in SW try using the CC options in the User Email Notifications along with Ticket Rules.

markmatteo4817 · 2009-12-30T12:19:20.000Z

i believe it is right here:

settings/user accounts. make sure to check ‘notify me’

michelle0076 · 2009-12-30T12:25:35.000Z

I assume these people are not on your helpdesk team? Is it the same bunch of people for any ticket or will it vary depending on who opens the ticket?

This may not be the most high tech way to do this but:

Under helpdesk settings, make sure it’s set to email the admin when a ticket is created - it shouldn’t matter by what means they’re opened.

You can then set up that email on the back end to forward to whomever else needs to see these tickets.

Alternately, you could just make those people admins, I suppose.

shawn71155412 · 2009-12-31T05:59:07.000Z

correct these people are not part of the helpdesk team. It does seem to make a differenct though. If i email the ticket in, i can simply set up a rule on the box to fwd to them…But they get no notification if through the webpage you simply hit “new ticket”. That’s what they are after and i can’t seem to find it, even admin’s don’t get an email when this happens.

michelle0076 · 2009-12-31T10:45:41.000Z

If even your admins aren’t getting an email when a ticket opens, that’s definitely your settings.

Go to settings -->helpdesk settings.

shawn71155412 · 2009-12-31T10:57:55.000Z

Then what? all those boxes are checked off. To notify all admins when unasigned ticket is opened / closed / comments. but i still recive no emails, i only get an email when it is directed exactly at me. [ticket is asigned to me].

Looking for an email just when a ticket is created not asigned or nothing.

shawn71155412 · 2010-01-08T10:41:58.000Z

Maybe i’m phrasing this wrong. in helpdesk from the admin console, the admin creates a new ticket and leaves in unassigned…i need a few people to get an email that that happened.

but in helpdesk / settings i have the box checked off to email all admins that a ticket is opened, but i don’t get that email.

i do get emails if the ticket is created via an email sent in…or through the user web portal.

thanks again for the help.