Jamie Talbot Posted February 15, 2019 Share Posted February 15, 2019 Hi, When a problem is raised and we link multiple tickets to the problem the linked tickets resolve themselves but don't email the customer. I've attached the method we are trying to do this but it does seem not work. Does anyone have any idea on how to solve this? Thanks Jamie Link to comment Share on other sites More sharing options...
Victor Posted February 15, 2019 Share Posted February 15, 2019 @Jamie Talbot - can you give me a request reference from where the email should have sent ( the source and the links) and tell me when you tried this and noticed it does not work (date/time) Link to comment Share on other sites More sharing options...
Jamie Talbot Posted February 15, 2019 Author Share Posted February 15, 2019 The problem was PR00000657 and the linked incidents were IN00000650 and IN00000651, we have tested this multiple times and it doesn't want to work. We last tested it around 10:30am today. The email should have sent the incident customers the resolution email template. Link to comment Share on other sites More sharing options...
Jamie Talbot Posted February 15, 2019 Author Share Posted February 15, 2019 @Victor Sorry, forgot to @ you before. Link to comment Share on other sites More sharing options...
Victor Posted February 15, 2019 Share Posted February 15, 2019 @Jamie Talbot ok, let me have a look in the event logs and see what I can find... Link to comment Share on other sites More sharing options...
Jamie Talbot Posted February 26, 2019 Author Share Posted February 26, 2019 Morning @Victor just wondering if you have any updates on the issue. Link to comment Share on other sites More sharing options...
Victor Posted February 26, 2019 Share Posted February 26, 2019 @Jamie Talbot no updates yet, still looking int this Link to comment Share on other sites More sharing options...
Victor Posted February 28, 2019 Share Posted February 28, 2019 @Jamie Talbot so, found out why the notification to the owner was/is not working. This notification works in conjunction with this app setting: Change this to Hornbill or "Email" and owner notifications on linked requests should work. I am still trying to figure out why the customer email notifications are not working... for all intent an purposes and from what I can see in the code, they should work... Something eludes me... I'll keep looking 1 Link to comment Share on other sites More sharing options...
Jamie Talbot Posted March 11, 2019 Author Share Posted March 11, 2019 Hi @Victor I have figured out why linked requests were not emailing customers. The customer is only emailed if all of the human tasks have been completed within the linked requests. If the requests are linked but all the human tasks have not been completed then the customer of the linked request does not get emailed. Link to comment Share on other sites More sharing options...
Victor Posted March 12, 2019 Share Posted March 12, 2019 @Jamie Talbot oh, really? I need to have another look at the BP config then so I understand how it works... Link to comment Share on other sites More sharing options...
Jamie Talbot Posted March 14, 2019 Author Share Posted March 14, 2019 @Victor I have attached the BP that I am having problems with. Thanks. problem-record.bpm.txt Link to comment Share on other sites More sharing options...
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