Ticket Notification Behavior (4382905)

Overview

This article explains how email notifications are triggered within the KACE Service Desk when tickets are created or updated. It also clarifies the difference between tickets created via email and those created through the Service Desk portal.

Understanding this behavior helps ensure users receive the expected communications during ticket lifecycle events.

Ticket Creation Methods and Notifications

1. Ticket Created via Email

When a ticket is created by sending an email to the Service Desk:

• The sender is automatically set as the Submitter
• Notifications are sent as follows:
  • ✅ Submitter receives confirmation and updates
  • ✅ Queue Owners are notified

This method ensures full visibility for the end user.

2. Ticket Created via Portal (On Behalf Of a User)

When a Service Desk agent creates a ticket through the portal on behalf of another user:

• The Submitter is the end user (not the agent creating the ticket)
• Notifications are sent as follows:
  • ✅ Submitter receives notifications
  • ✅ Queue Owners are notified

This approach is recommended when creating tickets for users who need to receive updates.

3. Ticket Created via Portal (Self-Service)

When a user creates their own ticket through the Service Desk portal:

• The user is both the creator and submitter
• Notifications are sent as follows:
  • ❌ Submitter does not receive email notifications
  • ✅ Queue Owners are notified

Note: This is expected behavior based on the current notification configuration.

Event-Based Notification Behavior

The table below outlines who receives notifications for common ticket events:

* Submitter notifications apply only when the ticket is created on behalf of another user.

Key Takeaways

• Email-based ticket creation ensures submitters always receive notifications
• Portal-created tickets only trigger submitter notifications when created on behalf of another user
• Self-service portal submissions do not send notification emails to the submitter
• Queue Owners are notified for all new tickets, regardless of how they are created

Best Practices

• Use email submission when users need confirmation and ongoing updates
• Use the portal (on behalf of) when creating tickets for other users
• Be aware that self-service submissions will not generate email notifications to the submitter