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Hello-

I have been reading through the forums and trying the kbase article. However- try as I might, I cannot get the admin email notofications set correctly for when a user submits a ticket.

I have set up a "new ticket" event set to mail, tested the email (it works fine, as the user who submits the ticket gets a confo), and think that I have the correct agents, etc, assigned.

Can anyone help to begin to troubleshoot?

Thanks much.

What conditions have you set up? I would start troubleshooting there. It's possible you have a condition set up that isn't being met. Also, are you using the notification profile or simply using a "Send Email" event action.

I don't know that I have any "conditions" set up, but I do have an "action" set up. Are these the same thing? I have the action set up so that it is an email and should ocme straight to my email.

I dont have anything checked in the options tab and it is set to go the default event group. Are these what youa re talking about?

Thanks for your help!

If you're using SmarterTrack 4... go to the Brands page under System Settings and make sure your Mail Settings are configured for the default brand. (usually the first item in the grid) Your notifications are most likely not sending if SmarterTrack doesn't know what mail server it should use to send the emails.

Hope this helps

 Thank you so much for your help. Nope- this isn't it. I checked and it appears to be set. I did the test and it tested okay. Also, I DO seem to be getting the auto respond emails as the person who enters a ticket (when I enter it with another one of my email accounts), so that leads me to believe that the email is set right. I - as an admin- just do not seem to be getting notified when a ticket has been entered.

Does your outbound spool have any failed messages in it? If there is, your SMTP logs for the day may shed some light on this issue. Your system notifications should  be using the default brand's mail settings for any email it generates. I would make sure you are testing the correct connection under the default brand.

Please let us know what you find.