Spiceworks Help Desk Ticket Emails

tomawalker3087 · 2012-03-06T13:42:34.000Z

Is there a list somewhere I can view as to when I should receive a email from a ticket? Better yet… Is there a way to set the ticketing system back the way it used to be (where I received an email for everything)?

When I first started using the ticketing system, I received a email when the ticket was created, assigned, updated with comments and closed. Now I’m good to get one only if it’s closed. I understand some changes were made so that emails weren’t sent if an ADMIN makes a change and things like that. But I want an email when a ticket is created whether it was done by an Admin or not. I also want a ticket whether it was created via email or via browser.

I guess I’m just asking is there a way to turn EVERYTHING back on and let me filter it on my end?

tomawalker3087 · 2012-03-06T13:53:57.000Z

I also can’t figure out how to keep the email from sending at least 1 duplicate in 5 minutes. I have read a few threads on that a well and no one had an answer.

alex3031 · 2012-03-06T13:55:12.000Z

Settings–>Helpdesk Settings

robert1499 · 2012-03-06T13:55:53.000Z

Did you check the Help Desk Settings? There is where you can configure what and who receives emails.

tomawalker3087 · 2012-03-06T13:57:01.000Z

I have checked the help desk settings and I have check marks by everything.

alex3031 · 2012-03-06T14:01:36.000Z

Can you view the logs of the SMTP server you are using for Helpdesk? See if Spiceworks is actually sending out or trying to send out alerts or if the problem is within Spiceworks itself.

tomawalker3087 · 2012-03-06T14:09:40.000Z

Alex3031 wrote:

Can you view the logs of the SMTP server you are using for Helpdesk? See if Spiceworks is actually sending out or trying to send out alerts or if the problem is within Spiceworks itself.

I’m using an Exchange server. I don’t see some of the tickets showing up in Exchange. When they show up, they get sent to me. Sometimes right away. Sometimes an hour later. But they do get sent. But a lot of the changes aren’t being sent.

tomawalker3087 · 2012-03-06T14:13:51.000Z

For example: If I’m logged in as admin (me) and I create a ticket using the browser, I don’t receive an email. When I create the same ticket by sending an email to the help desk email address, I receive a “created ticket” email. I want them BOTH.

alex3031 · 2012-03-06T14:36:30.000Z

When you create one in the portal I don’t think a notification gets sent out to the creator.

tomawalker3087 · 2012-03-07T06:18:17.000Z

Alex3031 wrote:

When you create one in the portal I don’t think a notification gets sent out to the creator.

I see the reason for making that change but is there a setting somewhere I can change it back? I would like a notification every time a ticket is made… even if it was made by me.

alex3031 · 2012-03-07T06:31:06.000Z

Not that I am aware of.

alex3031 · 2012-03-07T06:31:42.000Z

This sounds though like it might go beyond just settings ticks. Maybe you should email support@spiceworks.com