As an Analyst/Team I would like a notification when a customer has provided feedback on my Request

[Guest Paul Alexander]

Good morning.

I see that this is now an option (to be able to be notified if my ticket has feedback left) but where do I set this up please?

thanks

Paul

[Guest Paul Alexander]

S'ok......found it thanks! It's amazing what a shot of caffeine in the morning can achieve

 

[Guest Paul Alexander]

OK...So I've found the setting (guest.app.requests.notification.notificationType.feedbackSubmitted) which is now set to 'both', but I'm still not getting any notifications (email or Hornbill) when feedback is left. 

Is there something else I need to do please?

 

[Steven Boardman]

@Paul Alexander it should work as follows:

* New Requests logged since taking the update and feedback is left - Yes

* Old requests logged prior to the update being taken, but  requests were not waiting for feedback, at the time of taking the update but subsequently progressed to requesting feedback, and the feedback is provided - Yes

* Old requests logged prior to the update being taken and already in an awaiting for feedback stats - No

The last scenario will not fire notifications as the events we use to tie these actions to will already have been invoked prior to this capability being released in the last update. 

Could you confirm if this is working for the other scenarios for you?

Steve 

[Guest Paul Alexander]

HI @Steven Boardman

I've tried creating a request and assigning it to me, then after resolving it, I go to the Portal to say 'it's working'. At that point I am leaving feedback, but I'm still not getting any notification about this (either by email OR via a Hornbill notification). 

I've checked the settings and it's set to Both.

 

Sorry....doesn't seem to be working for me! 

 

thanks

[Steven Boardman]

@Paul Alexander do you have the following enabled, if this setting is not enabled the notifications won't fire?

I've tested again and it works fine for me for both notifications when this setting is enabled, but does not send if disabled?

[Guest Paul Alexander]

@Steven Boardman

Yes that's set to 'on'. We've been using the feedback option for ages...

 

Thanks

[Steven Boardman]

@Paul Alexander could you check in the admin console and see if any emails have tried to go from direct outbound as below?

[Guest Paul Alexander]

@Steven Boardman

 

Yes, there are a few emails in that list:

[Steven Boardman]

@Paul Alexander ok so looks like it is trying to send the emails, also on an aside if you were viewing the request in Hornbill when the hornbill notification was sent perhaps it auto dismissed, so maybe check the dismissed notifications to see if these did in fact fire?

On the email front, i'll mention @Victor here as he maybe better placed to get to the bottom of these for you, but maybe check the following post to see if this is similar to your issue?

 

[Victor]

@Paul Alexander as with any notifications within Hornbill, one cannot send and/or receive notifications to self.

As you said, the request you tested was raised by you, so I imagine you were the customer on that request (since you can access it on the portal and resolve it), and it was also assigned to you (by you I meany you user)... if this is correct then there will be no notification.

Try testing this with a colleague...

[Guest Paul Alexander]

@Victor and @Steven Boardman

Thanks...lesson learned! Test on someone else's tickets;) 

All sorted now thanks,