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BMS: Setting up Initial Notification Workflows for Unknown Tickets - Connect IT Community | Kaseya
<main> <article class="userContent"> <h3 data-id="question">Question</h3> <p>Why does the initial workflow not trigger for Unknown Tickets?</p> <h3 data-id="resolution">Resolution</h3> <p>When a new ticket is moved from Unknown Tickets it's not considered a new ticket, which is why the <em>Ticket Created</em> workflow does not trigger. </p> <p>From here, you can set up these workflows to send out notifications to tickets which were moved from the "Unknown Queue" - you can follow these steps:</p> <p><strong>Step 1:</strong> Create a new Queue called <strong>Unknown Ticket </strong>from<strong> Admin > Service Desk > Queues</strong></p> <p><strong>Step 2: </strong>Create<strong> </strong>and save<strong> Workflow 1 </strong>as set up in the screenshots below.</p> <ul><li>This workflow will move an Unknown Ticket into the <em>Unknown Ticket queue</em>. It will still show up in Unknown Tickets where you can add the Account and Contact. <strong>Do not</strong> move this from Unknown Tickets queue when you update the Account and Contact.</li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/38PYA0HFEADT/kbm1.jpg" alt="kbm1.jpg" class="embedImage-img importedEmbed-img"></img></p> <p><strong>Updates: </strong></p> <p><strong><img src="https://us.v-cdn.net/6032361/uploads/migrated/VUUFBGIIPHW3/kbm2.jpg" alt="kbm2.jpg" class="embedImage-img importedEmbed-img"></img></strong></p> <p><strong>Step 3: Create Workflow 2 as set up in the screenshots below:</strong></p> <ul><li>This workflow will move the ticket from Unknown Queue to the default support queue in <strong>Service Desk</strong>.</li> </ul><p><strong><img src="https://us.v-cdn.net/6032361/uploads/migrated/6H9VDDL2A78V/kbm4.jpg" alt="kbm4.jpg" class="embedImage-img importedEmbed-img"></img></strong></p> <p><strong>Updates:</strong> Moves this to your default support queue.</p> <p><strong><img src="https://us.v-cdn.net/6032361/uploads/migrated/MS796VWHCAX7/kbm5.jpg" alt="kbm5.jpg" class="embedImage-img importedEmbed-img"></img></strong></p> <p><strong>Notifications:</strong> Sends notification.</p> <p><strong><img src="https://us.v-cdn.net/6032361/uploads/migrated/B6BL7PRCV76X/kbm6.jpg" alt="kbm6.jpg" class="embedImage-img importedEmbed-img"></img></strong></p> <p><strong>Note: </strong>Save these workflows and ensure they are marked<strong> Active </strong>for this to be implemented.</p> </article> </main>