ServiceDesk

Hi

In our environment we setup new Service Desk.

In our case when submitts the incident with there login credential user able to submit incident successfully and also get email notification of incident submission, incident resolve and incident closed.

But when user submits the incident service desk admin not getting any email notification.

does these links helps

About configuring the email monitoring: http://www.symantec.com/docs/HOWTO46514

Email to group when task assigned: http://www.symantec.com/docs/HOWTO10835

Notify task assignees when ticket updated via email: http://www.symantec.com/docs/HOWTO30369

You need to do the following:

Hi 

I tried above steps but still only user will get notification mail alert when he/she submits the incident servicedek admin not getting any email alert

After this setting you will not received Email notification.

You can raised support ticket.

Contact Symantec Customer Care on 

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Sorry, but why would the ServiceDesk admin get an e-mail notification when ticket is submitted?

E-mail notification is sent to the user(s) and technician(s) the ticket is assigned to. As pete posted above, group assignments are different and will require some customizations to get e-mails.

If you're following my instructions then it is the same email that is being sent to the requester. You can add the Administrator email address in there or create another send email that is specific to the Administrators. What email address are you putting in there?

You either have to create an email distribution group in AD and set it to the group or use the Get Users in Group component to get all the users in that group and add the collection to the Send Email components.

Hi Toomas

ServiceDesk admin get an e-mail because when User logs the incident from there own loggin credential at that time if ServiceDesk admin receive e-mail notification so that admin will check incident immediately in his/her portal other wise if admin will always have to refresh ticket portal to check for new incident.

ServiceDesk isn't setup so that Admin gets notified of every incident that is created and action it. That's why there's two level of Support and Service Managers to handle that. If you want a really easy way to have the users in the the Admin group to get every single notification and be able to action a ticket then you could just put those admin users in the Support I group as that's what it seems like you want the Admin role to be.