1

Our spiceworks help desk configuration has been working very well, but about a month ago, it stopped sending notifications to users. The admins get the notification emails about tickets being created and whether we reply by email or through the portal, it works properly on our side for notifications and logging, but the users do not get notified. We haven’t changed anything that we can think of, it just stopped working. Obviously notifications as a whole aren’t broken or we wouldn’t be getting them, but the end users don’t know when we update a ticket. Can anyone help? This is causing a serious issue with end users thinking we aren’t responding to their tickets.

3 Spice ups
2

I’m sure you have; however, have you checked your help desk settings and made sure that the check box for “comments made on ticket” for submitter and CC’d user are both checked?

I accidentally unchecked mine in the past and drove me crazy until I realized what I had done.

3

I wasn’t going to rule it out so I just checked and they are checked properly.

4

Have you had the users check their junk email folder in Outlook to ensure the email isn’t being seen as potential spam?

Also do you have any applications such as Symantec Brightmail that assists in filtering out junk mail?

5

Yeah, we are a Google Apps domain so I checked postini as well as her spam folder and could find no messages from spiceworks. And it’s all web-based, so no Outlook allowed, which takes that out of the equation as well.

6

If you send a manual message from the address that you use to send notifications on does the recipient receive it? Might help to determine where the issue is originating from.

7

Just tested and it is working fine when sending from that address.

8

Have you changed the password on your google apps domain? I’m not exactly sure how google apps works with spiceworks; however, with an exchange server you have to provide the email address password for spiceworks to be able to access the email account.

9

Nope. It’s all been the same. With the mail stuff, you just setup the auth, and it is sending notifications to admins properly, just not to end users. So the SMTP settings are set properly

10

Hmm. I am at a loss then. If it isn’tin your help desk notification settings and your passwords are correct on the email setup. I am not sure. I’m afraid you have me stumped. You did notice that the help desk settings section has two sections one for admin and one for users correct? That is the last thing I can think of to suggest atm.

11

Yep, looked through all of those and had no luck. Thanks for the suggestions though. Maybe someone else has had this issue before and can help out.

12

Aaron,

I’m sorry to hear you’re having issues with the end user notifications. I’d like to pull this issue into the support queue. Please follow the below instructions to get me your log files so I can see what is going on:

  1. Navigate to settings > Email Settings > Show Additional Settings > set Full Email Logging to On

  2. Have a user create a ticket like they normally would

  3. Comment or close the ticket

  4. Verify no email is sent out.

  5. email support@spiceworks.com , refer to this thread and we will send you a link to upload your logs to take a look. Thanks!

13

We are also a Google Apps domain that uses postini (like the OP) and we have been experiencing the same issue as OP.

Has a solution to this problem been found yet?

14

Well, I think I have figured out the issue. As it turns out, the users who were having issues had reporting rights to spiceworks, and I had turned notifications off for the helpdesk because they were in the accounting department and they had no need to get ticket notifications.
So, i removed their accounts and they are now able to get the helpdesk notifications. It’s still odd that they couldn’t get notifications when they were the user, without getting admin notificiations.
But it looks like that’s it.

15

Well, we fixed the problem. An email address needed certain privileges in postini.