Notification to engineers on ticket assignment

[Malcolm]

 

My IT Team are not receiving email notifications when a ticket is assigned directly to them. I have the application seeting below set to "both" (both email and hornbill notification)

guest.app.requests.notification.notificationType.assignment Notification type to request owner when request is now assigned to an individual

 

The Hornbill notification applies and works as it should. Its just the email notification that doesnt come through.

[Victor]

@Malcolm can you confirm you have everything configured as described here: https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings ?

[Malcolm]

@Victor yes 

• guest.app.requests.notification.emailDomain and 
• guest.app.requests.notification.emailMailbox

have both been configured.

Its strange as as far as I can tell all of our other email notifications work.

[Victor]

@Malcolm ok. Email templates set?

[Malcolm]

@Victor - I'm in "Home - Hornbill Service Manager - Application Settings" and neither of those settings are listed.

Am I in the correct section?

[Victor]

@Malcolm ermmm... yes, you are in the correct section... the wiki information, however, is wrong!

So the settings for email template are:

• guest.app.requests.notification.emailTemplate.analystAssignment - The email template to be used when sending an email analyst assignment notification
• guest.app.requests.notification.emailTemplate.groupAssignment - The email template to be used when sending an email group assignment notification

I'll look into having the wiki updated with the correct information

EDIT: wiki updated now.

[Malcolm]

@Victor thanks for verifying that.

And I confirm that as per the Wiki all the correct info is in place with regards to correct templates to use.

Still, not being received.

[Victor]

@Malcolm - can you PM me so we can look at this please?

[Malcolm]

On 3/26/2019 at 8:58 AM, Victor said:

@Malcolm - can you PM me so we can look at this please?

@VictorPortal isnt allowing me to

[Victor]

@Malcolm - yeah, my Inbox seems to be always full, now it was at 102% capacity ... don't ask, I have no idea... 

Anyway, you should be able to PM me now... I would need an API key for the admin account: https://wiki.hornbill.com/index.php/API_keys