Notification Error

[Nikolaj]

Hello Support,

Do we have any problems with Notifications at all? 

also I miss some email notifications by update a request for example.

My users told me the same that they get the last notification yesterday.

Any idea?

best regards

Nikolaj

 

[Daniel Dekel]

Hi @Nicola,

Are you using IE11? This could be part of the issue fixed in the latest release.

Can you please refresh and see if the problem is solved?

Thanks you,

Daniel.

 

[Nikolaj]

HI @Daniel Dekel thanks for your support. Most of my users are using chrome or firefox and we have already updated our instance. 

We will have a look today how it works and let you know.

best regards

Nikolaj

[Nikolaj]

Hi @Daniel Dekel after asking my colleagues we still dont get any notification in hornbill or by email.

What can we do?

thanks

Nikolaj 

[Daniel Dekel]

@Nikolaj,

I need to understand, you do not get any notifications or only notifications related to requests?

Do you get for notifications if someone mentions you?

This is important to understand because is related to two different things.

Thanks,

Daniel.

[Nikolaj]

@Daniel Dekel I tested it and when i mention a user in a timeline for example it works i can see the notification.

Also we do not get any information from a request per email for example you are the owner of that request. that was also working fine.

But from a request it do not work. I saw now that when i click on dismissed there are some notifications but they where not shown as new.

Hope that helps you.

Regards

Nikolaj

[Daniel Dekel]

@Nikolaj thanks,

I've moved this post to the Service Manager area as it is related to the specific application. They will be able to assist you much better on this.

Thanks,

Daniel.

[Nikolaj]

Hi @Daniel Dekel thanks for moving. Any News here?

also No Email notification will be send out. 

It starts yesterday.

regards

Nikolaj

[ArmandoDM]

Hi @Nikolaj
 

we are not aware of any issue with the notifications.

Can you please double check a few things?

1. which notification type in set in the admin ?
2. if the per-user notification is enabled (see app-etting guest.app.requests.notification.allowUserDefinedNotificationType) , then you should also look at your profile page and check your personal settings
3. check if the email template set in the admin is set and it exists.

Regards

Armando

[Nikolaj]

@ArmandoDM the point is that we did not change any thing in the settings and it stopped yesterday to sen notification on all our users.

 

 

[Nikolaj]

[ArmandoDM]

Hi @Nikolaj

I will report this issue for investigation.  Will get back to you ASAP.
Can you please give an example where the email notification is not sent?  Ideally we would like to replicate the issue.

 

 

Regards

 

Armando

[Nikolaj]

HI @ArmandoDM

Thanks.

Regards

Nikolaj

[ArmandoDM]

Hi @Nikolaj

Can you please give an example where the email notification is not sent? 

Thank you

Armando

[Nikolaj]

HI @ArmandoDM all our email notifications are not working. For example Assign Owner or Change Owner. or Team

regards

Nikolaj

[Nikolaj]

@ArmandoDM I spoke to our Network Colleagues and they can see that we are not receiving emails from Hornbill.

only two from yesterday but we cannot find out why this two and not more.

Hope that helps

 

 

[ArmandoDM]

Hi @Nikolaj

thank you for mentioning this. I reported this problem for investigation.

Will keep you updated

Thanks

Armando

[ArmandoDM]

Hi @Nikolaj

We could not replicate this issue.

A new build has just been released. could you please update and try again and see if the issue still persists ?

Regards

Armando

[Nikolaj]

Hi @ArmandoDM

We have updated our instance but still no notification. Can you explain why all this notifications are under dismissed and still some missing? I never clicked on it.

And also we can say that there is no notification when we create a  request and assign it to a Team only when i assign it also to an analyst. Then the analyst get an email but no Team.

Many thanks

Nikolaj

[Nikolaj]

HI @ArmandoDM

additional Information:

the email to the customer will be send out but NO assignment Email to the Team or by changing analyst.

Also as you can see before all Notifications are directly Dissmissed.

regards

Nikolaj

[ArmandoDM]

Hi @Nikolaj

the post is automatically dismissed if the user has the request open already, which is the case I can see in the screenshot.

As far the notifications, if you assign a request to an analyst, then only the analyst will receive the notification, unless he's assigning it to himself. In this case the team is not supposed to receive any notification.

The team will receive a notification only when the request is assigned to a team (with no analyst).  If you assign a request to an analyst, or change the analyst, then only the analyst is supposed to be notified, not the Team

 

Hope this makes sense ?

 

Regards

 

Armando

 

[Nikolaj]

HI @ArmandoDM

The team will receive a notification only when the request is assigned to a team (with no analyst) --> !!AND This is our Problem!!.  If you assign a request to an analyst, or change the analyst, then only the analyst is supposed to be notified --> !!AND This is our Problem!!, not the Team

the post is automatically dismissed if the user has the request open already, which is the case I can see in the screenshot. --> OK one request was open but not the others. and also no notification from the ProjectManager Tasks are there.

Please have a look in our Instance and check it out there you can replicate our Issues since we have for 2 days now.

Best Regards

Nikolaj

 

 

 

[Nanette]

Hi @Nikolaj

Our developers have found the issue and looking to resolve it, please bear with us. As soon as we have any further update, we will be in touch.

Kind regards, Nanette.

[Nikolaj]

Hi @Nanette

thanks for your feedback. will wait for an update

best regards

Nikolaj

[Nikolaj]

Hi @Nanette

Any News here?

Thanks

Nikolaj