Default Category CC users do not receive new ticket email (4299468)

After upgrading the KACE Systems Management Appliance (SMA) to version 9.0, default Category CC List users do not receive a notification email when a new ticket is created, even if Email on Events settings are enabled for New Ticket Via Email and/or New Ticket Via Portal for Category CC.

This only applies to the initial email for a new ticket, as all subsequent emails use the Email on Events settings as expected.

This situation appears to exist if one or more of the following are true:

• The default category CC list user is not an existing user in the SMA
• Multiple category CC list addresses (more than 1)

To work-around this situation, please ensure there is only one default Category CC in the CC List and that this user exists in the SMA.

To verify:

1. Go to Service Desk | Configuration | Queues | Click on specific queue name | Customize Fields and Layout
2. In the section Category Values, note what is saved in the CC List for each category
3. Ensure that there is only one user (email address) and the user is known to the SMA

It may still be necessary to notify more than one person of a new ticket. It is also possible to consider one of the following:

1. Use a distribution list for the default Category CC instead of individual email addresses (please note that this would need to be associated to a known user in the SMA)
2. Use a temporary work-around similar to How to notify any user or group by email when a new ticket is created (distribution list, but using a custom rule instead of adding a user to the SMA)
   1. Note: The rule would need to be modified for only certain categories and would currently send an email for all tickets in the queue assigned