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Notification to engineers on ticket assignment


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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)

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.

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@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.

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