Duplicate emails for Service Desk comments
Recently I have begun to see duplicate emails from Kace Service desk when a ticket submitter enters a comment by replying to an email for an existing ticket. The owner of the ticket will then receive two emails informing them of this new comment.The notification messages are customized, so I am able to tell that there is one "Comment submitted" email, and one "Ticket Modified" email.
A couple of months ago we upgraded our K1000 to version 6.4. Prior to that, owners would always get only a single email when a comment was entered via email from the ticket submitter. Looking at past emails, it appears this was always the "Ticket Modified" email.
Our settings for Email on Events have not changed. Owners are now, and have for the past year, been set to receive emails on: Any Change, Owner Change, Status Change, Comment, Escalation.
What would be the correct settings to prevent owners from seeing two emails when a submitters sends an email to an existing ticket? What sorts of ticket changes which are not covered by other events would be missed if "Any Changes" were not selected?
A couple of months ago we upgraded our K1000 to version 6.4. Prior to that, owners would always get only a single email when a comment was entered via email from the ticket submitter. Looking at past emails, it appears this was always the "Ticket Modified" email.
Our settings for Email on Events have not changed. Owners are now, and have for the past year, been set to receive emails on: Any Change, Owner Change, Status Change, Comment, Escalation.
What would be the correct settings to prevent owners from seeing two emails when a submitters sends an email to an existing ticket? What sorts of ticket changes which are not covered by other events would be missed if "Any Changes" were not selected?
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Posted by:
jknox
8 years ago
Unchecking the "Comments" box seems to resolve it. If it doesn't, please open a KACE support ticket so it can be looked into.
Comments:
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Thanks, I will give that a try.
This could be a problem for some queues, though, if the modified email does not contain $lastcomment or other information intended to be specific to comment emails, but not included in emails for "ticket modified". I've always considered it an oddity that the list of customisable emails does not match up with the list of selectable email events. This just makes it slightly more odd. - MichaelMc 8 years ago
Thanks,
Jonathan - jonlap 7 years ago