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Users CC'ed in Email(s) are not Receiving Notification for New Ticket Creation. - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Issue: </strong>Users that are CC'ed in the email chain are not getting email notifications when the new ticket is created in BMS. </p> <p><strong>Cause: </strong>This mainly happens if you are managing the new ticket creation notification via a workflow.</p> <p><strong>Resolution: </strong>Review the following steps: </p> <p><strong>1. </strong>You most likely have a workflow called "Ticket Created Notify Client", which has triggered the new ticket notification message to let the sender know that their ticket was received.</p> <p><strong>2. </strong>You'd have to remove the notification from this workflow or remove the triggers from <strong>Admin > Business Process > Workflow</strong>.</p> <p><strong>3. </strong>The next step would be to enable the Ticket Created notification via the "Email Parser" under <strong>Admin > Service Desk > Email Parser</strong>: </p> <p><strong><em><img src="https://us.v-cdn.net/6032361/uploads/migrated/SIC5MH3E1VVT/mceclip0.png" width="664" height="260" alt="image" class="embedImage-img importedEmbed-img"></img></em></strong></p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> </article> </main>