1

So we’re running the most recent version and we’re using ticket rules to auto-assign tickets. The issue is that the user gets a message letting them know that the ticket has been assigned but the the admin is not getting notified.
Is anyone else seeing this kind of activity using ticket rules.

7 Spice ups
2

At the moment it wont as there is a hardcoded Spiceworks rule of Admin updates wont email admins. As ticket rules is classed as a admin update it wont email out the other admins.

I think there are feature requets about this.

3

Is the admin the same one who set up the ticket rules (does the ticket anywhere command appear to come from them)? SpiceWorks doesn’t alert admins for their own actions so the automation may be in a very confused state and be skipping alerts.

If this is the case try creating a user just to do alerts that isn’t actually used on the helpdesk.

4

that’s an interesting point. I think I will re-create all of the rules as my non-user admin and see what happens.

Just so I’m clear…I am a normal user…I email in a ticket.

Rules recognizes something and assigns it to Tom (not me)

Tom should get an email telling him that the ticket has been assigned…correct?

Thanks

1 Spice up
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The table didn’t come though right… but seems to make sense i think…

Thats not correct… as the rules are created by a admin they will act like a admin and not notify the admin.

If that make sense?

6

It makes sense but it seems like a pretty basic flaw. It’s a pretty basic requirement that when someone is assigned a ticket that they should be alerted that the ticket has been assigned. Is there a plan to correct this or is this simply the way it’s got to be? If that’s the case it’s a fairly big deal breaker and it’s a shame because I’ve been a spiceworks fan for well over 3 years.

1 Spice up
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Spiceworks are aware of the issue and there are feature requests about this.

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A cheat is to CC the person instead of just assigning. I have found that this will generate pretty consistent alerts.

1 Spice up
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are you using the my rules to do the cc? Would you mind putting in an example of that because I think I tried that but I still can’t get it to send out an alert on the first email.

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This is a known issue - Spiceworks allows the rules plugin to “act” as the first Spiceworks user (whoever installed and setup Spiceworks).

This means that notifications from the rules plugin intended for the first Spiceworks admin will never be sent.

We’re working on a fix for this!

You may be able to work around the issue with the CC solution, for now. Also note that the notifications should go out to other admins (if you have other admins).

1 Spice up
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Ben.B (Spiceworks) wrote:

This is a known issue - Spiceworks allows the rules plugin to “act” as the first Spiceworks user (whoever installed and setup Spiceworks).

This means that notifications from the rules plugin intended for the first Spiceworks admin will never be sent.

We’re working on a fix for this!

You may be able to work around the issue with the CC solution, for now. Also note that the notifications should go out to other admins (if you have other admins).

I guess I was confused, since I am the first admin and the one that set up the ticket rules they all appear to come from me.

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Justin - thats right. The plugin uses the first admin as an alias for all of its actions. I guess in terms of notifications going out this isn’t really working because Spiceworks won’t notify Admin 1 when Admin 1 takes some action in the Help Desk.

We’re working on this logic.

1 Spice up
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Can you change who the first admin is after the fact, perhaps a DB hack? I was thinking you create a dummy admin to handle ticket rules

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seems reasonable if you update all of the referencing fields. Can anyone identify what all of those are?

Also, I managed to get alerts for assignments by capturing the ticket-opened event and looking for a ticket that was already assigned without having #acceppt, #assign, #assigned etc… logic being that the only way it would be assigned on an open is if a rule did it. It might not pan out but it seemed to work in a quick test.

15

I have had a look and

  • You can’t change the ID used for ticket rules as its not defined.
  • You can’t change the ID of the primary admin as its too tighly linked into the rest of the database and if you did it would be for all the rules not just one

So at the time its not posible

16

Wait a minute… did you think of it this way… Just change the name of the first admin user and update all of the referencing tables with a new user id created to displace the renamed/reclaimed admin entry in the user table.

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You could do that but you would probably want to make a script, off the top off my head i can think off 4 tables in which you would need to update.

But this will affect all ticket rules and still not let you have a diffrent one per user.

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That works for my purposes. I don’t need a different user per person. I’m content to have a single user apply rules. I just don’t want it to come across as the person I have sitting in user.id=1. Please advise me how to do this if you can… ideally you could give me a parameterized script or a list of tables & columns that reference user.id.

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minor correction… “I don’t need a different user per rule.”

20

BACKUP FIRSTTTT!

I also hold no responsibilty and do not work for Spiceworks, i have not fully tested only done the basics