Email Even on new ticket creation via portal

I'm having an issue with emailing submitters when they create new tickets. If they create via email, they get a reply from the system with the ticket number. If they create via the portal, they do not get a confirmation email. In the Email on Events matrix, I have it checked to email the submitter both on 'New Ticket via Email' and 'New Ticket via Portal'. I have asked Kace support and they are telling me this is by design. Their answer is:

"It seems the built-in mechanism to send a confirmation email to the submitter, only works if the ticket gets created by email. If the ticket gets created through the portal, the appliance decides that the user does not need a confirmation."

What is the point of a checkbox under the submitter matrix specifically called 'new ticket via portal', if the systems is designed not to do that? Does anyone else have this issue?

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  • I never noticed this before. I assumed it would send a response email either way. - Gauntlet87 2 years ago

Answers (1)

Posted by: Hobbsy 2 years ago
Red Belt

My guess is that emails are notifications within the Servicedesk, so if your users email the Servicedesk they get an email notification confirming this has been done. If the user is logging a ticket in the portal, we assume they actually know they have logged the ticket so don’t need to be notified by an email.

if your users need this level of notification then you will need to build a ticket rule to send the email.

  • While in theory I understand this, but why put a checkbox on the email matrix to notify submitter when they submit a ticket via portal? What does that check box do then? - nkameron 2 years ago

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