KACE Product Support Question

The CC List is not working

07/02/2012 5483 views

We have a category called "Other". We want those listed on the CC list to be notified of any new ticket that has "Other" as a category so we can consider creating a new category. When we create a ticket with this category those on the CC list are not being notified. We have added their email names on the helpdesk customization page next to the category. Is there another step we are missing?

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Community Chosen Answer


The CC or any of the check box notification work when there is a modification to the ticket. If the ticket comes in with "other" people on the cc will not get a notifcaiton because the ticket hasn't been updated or changed techincally. If you want a notficaiton when a ticket is created in the KBOX to go to a set of people, regardless of the category, you will need to create a custom ticket rule.






Answered 07/02/2012 by: nshah
Red Belt

  • http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=613&artlang=en
  • I wish to clarify. Do you mean that if I make a category caled "Other" and add bogus@email.com to the CC list, that bogus@email.com will not be notified when a new ticket is created and "Other category was selected by the submitter? Screenshot attached.
  • on a new ticket creation,that is correct. Only when there is a chance to the ticket after it was saved and created.
    • so with that logic, what is the point of the CC field in the customer category/layout ?
    • Scratch that, so it sends CC notification based on the EMAIL ON EVENTS but does not show anywhere on the ticket that these people are being notified...

      Basically there SHOULD be a category CC list on the ticket for reference, it's just invisible

All Answers


Answered 07/02/2012 by: lwhittaker
Purple Belt

  • That is correct. That is also the Category CC not the Ticket CC. Emails are trigger when changes are made to a ticket AFTER it has been created. They will not notify someone of a brand new ticket, regardless of the category you create. You can use that article I listed earlier to create a custom ticket rule that will notify a group regardless of category of if you are familiar with mySQL you can write custom ones for each category you have listed.
    • What article? Because I'm having the same issue of no CC being added to the ticket.
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