1

When a helpdesk or admin opens a ticket in Spiceworks an email notification isn’t being sent to the helpdesk personnel even though the Helpdesk check box is check in the setup. Someone please help me!

2 Spice ups
2

Funny, I was having this same issue just now and saw this post on the right side of the screen.

3

That is by design - http://community.spiceworks.com/help/Help_Desk_Notifications

Check out that table - if an admin creates a ticket, only the user (who the admin opened it for) will get notified of the ticket.

4

What about if an admin creates a ticket and assigns it to another admin… it doesn’t look like there is a situation for that. That is what I need. Any way to accomplish that?

You would think that no matter who created the ticket (Admin, user, etc), that the person assigned would want to get notified.

5

If AdminA creates a ticket for UserA and assigns it to AdminB then UserA and AdminB should get notifications.

[Edit]

5th line in the table in link above

6

It’s funny, because the two check-boxes I need don’t exist. In fact, those are the only 2 check-boxes I need, (with the exception of email when closed). Do you know why they aren’t there? It seems easy enough to implement, but it’s like they were left out intentionally for some reason.

adminemailboxes.png
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7

Let me try to explain the logic on this.

You show for open ticket notifications that all admins are notified for unassigned tickets.

You show for tickets that are assigned that Assigned Admins and CC’d Admins are notified.

You want a notification to go out to Assigned Admins and CC’d Admins when a ticket is created - this is covered under the first one of open ticket notification to all admins.

The issue is when an admin creates a ticket and doesn’t assign it (probably your issue). There is no other notifications sent out because an admin is aware of the ticket (they opened it).

Is this the scenario you are running into?

1 Spice up
8

I follow you, Beast. My mistake here, I don’t actually have a problem as it turns out. Thanks for the explanation!

9

Yeah I turned out to not have a problem either, another Admin turned off the notifications last night and then must have turned them on right before I went to look at it :-/

10

hate it when that happens - usually goes hand in hand with the “its working now”, "what was changed?, “nothing.” line of questions.