1

Is there a way to set SpiceWorks Help Desk to send an email on all ticket updates regardless of what the update is and regardless to how it was updated (email and/or portal)?

1 Spice up
2

Check the Help Desk Settings in your install. There’s a nice checkbox tree that you can get pretty granular in who gets emails.

3

Thanks, but with everything checked off in the helpdesk options for email alerts, STILL there are no alerts going out for ticket updates made through the portal.

I need all changes to all tickets sending an email to all the admins regardless of who or how the ticket was updated.

4

Hi Matt!

The emails should be going to the assigned Admin of the ticket, the creator of the ticket, and anyone CC’d to the ticket. By default, and public update to a ticket is not going to be sent to all admins, only the admin that’s assigned to the ticket.

There is a way to do this though, if you’re willing to spend a little bit of time on it. What you can do is create a couple of Ticket Rules that CC admins. You can build a rule that CCs all the admins to every ticket.

[Summary] [is] [.*]

[#cc] [admin1]
[#cc] [admin2]
[#cc] [admin3]
etc…

The above will check the summary (subject) of a ticket, and if there’s anything in it (and character at all), it will fire and CC all the admins you list there. It’s going to create a LOT of email traffic, so be ready for that.

I hope that helps. Let me know if that’ll work for you.

5

Thanks for the input. Would this work for only newly created tickets being cc’d to admins?

6

Yes. The Ticket Rules plugin is only applied to new tickets as they are created (whether by email, portal or the admin). It can’t hit existing tickets, sorry!

7

Is there anything I can do about that? I want my small admin team in the loop about all updates to all tickets. Anything?

8

To already existing tickets? You could add your admins to the CC’d list on each ticket by hand.

On the right hand side of the ticket, just under the assignee is a box that says “Type to CC a user…”

Just add your admins one at a time there.

9

Well, that’s something Matt S, but ouch… that hurts me, right in the productivity. Does anyone know of a 3rd-party plug-in for SpiceWorks that’ll do this?

10

Matt S, is this the kind of thing that should be suggested as a Feature Request, you think?

11

I’m not sure. I’m sure the ability to mass edit/update tickets is already out there somewhere.

It’s entirely up to you if you want to spin up a feature request. That’s the beauty of the Spiceworks FR system!

1 Spice up
12

Matt! I hope this isn’t ancient history in your mind, but I am trying to set-up the rule you mentioned, but I’m not getting cc’d emails from tickets created in the portal. Why is that? I checked all the entry-types, set the filter to be all Summary “.*” to cc# admin1, admin2, admin3 but I’m not getting anything (and neither are they).

13

Are you putting the “.*” with the quotations or without?

It should be without, that way the RegEx can fire properly.

Let me know either way!

14

Without. Just .*

15

I’m noticing that the portal-created tickets are running the rule, after being created. This means that the creation of a new ticket in the portal does not send a notification, however all the subsequent updates to the ticket DO send a notification.

Any way I can have a notification to my admins upon ticket creation in the portal?

16

Creation on the portal should notify all admins already, unless you are assigning the ticket to an admin at creation. Is that something you’re allowing the users to do?

17

I don’t think I’m allowing that, no. No admins get emailed when I log into the portal and create a ticket.