Notifications on sub-status change not working

[dwalby]

Hi all,

Recently noticed that notifications within Hornbill are not triggering when a requests sub-status changes.

For example, I just placed a request on-hold pending a due date of 9:20am, then navigated back to the request list. When 9:20am came a notification did not appear in my notification area, despite the sub-status of the request changing.

From what I understand the notifications should derive from this setting here:

Is there an issue?

Thanks in advance

[David Hall]

Hi @dwalby

Thanks for the post.

I've just had a look into this and it appears that this is actually a missing element of functionality, notifications are sent correctly when updating via email or when manual updates are made, however it doesn't appear that this has ever been triggered by a request coming off-hold automatically.

I'll raise this internally so that this can be addressed.

Kind Regards,

Dave

[dwalby]

Thanks @David Hall

[Paul Trenter]

Hi there, I've been adding a few new sub status' today and they seems to be working fine.  I also want analysts to get a notification when one of the tickets is auto taken off hold and changed the following settings

But neither email nor the hornbill notifications appear to work.  I've tested manual sub-status changes and also auto off hold.  We have other notifications such as portal updates that are working ok.  Any advice appreciated.

 

[David Hall]

Hi @Paul Trenter

Thanks for the post.  This issue is discussed here..

We have raised a problem for this to be addressed.

Kind Regards,

Dave. 

[Paul Trenter]

Thanks @David Hall, not sure how I missed that on the search.  Will keep checking back for updates.

[dwalby]

@David Hall has there been any further development on addressing this issue?

[Victor]

@dwalby afaik, the issue was fixed in SM build 1345 which was deployed earlier this month: FIX: Emailing owner and team fails when a basic user updates their request via the service portal {PM00153156}

I can see SM app in your instance is on a later build so you should not experience this issue... Is it not the case?

EDIT: I'll let Dave update this thread since there might be something that still needs fixing

[David Hall]

@dwalby, @Victor

This is a different problem to the one mentioned in the last comment, the problem is currently still in our queue to be addressed, will update back here as soon as it has been addressed.

Regards,

Dave 

[dwalby]

Thanks @David Hall

Damn you @Victor for getting my hopes up 

[Victor]

@dwalby ...

 

[James Ainsworth]

A fix was applied to Service Manager Build 1392.   If you are running this build or newer, the notifications for off-hold should now be working.  Please let us know if you are still having any issues with this.

Regards,

James