Guest Paul Alexander Posted November 10, 2021 Share Posted November 10, 2021 One of our teams is reporting that they're not getting the 'request has been assigned to your team' emails since the 9th November 2021, even though this option is selected in their user profile. I've checked the mailbox and I can see other 'assigned to your team' emails which HAVE been sent to other team, but just not for THIS team. Any ideas about what and where I can check to see what's happened please?! I've checked their user profiles in Service Manager and the email option is DEFINITELY set Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 10, 2021 Share Posted November 10, 2021 @Paul Alexander if the issue happens only for one team, then there must be an issue with loading the team members for that team. As a general rule, if the user assigning the request belongs to the team, then he will NOT be notified. Only the other team members will be notified, if they account status is active and if they have a valid email address. Can we please check these conditions are fulfilled please ? Also, can you please check that the email template as defined into the app setting "guest.app.requests.notification.emailTemplate.groupAssignment" actually exists ? Please note that the email template name is case sensitive, so if there is discrepancy between the app setting value and the template name then the operation will return a "templateNotFound" error and the email is not sent (this should not be the case if the notifications are sent to other teams though) Regards Armando Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 10, 2021 Share Posted November 10, 2021 HI @ArmandoDM Thanks for the response... 35 minutes ago, ArmandoDM said: if the user assigning the request belongs to the team, then he will NOT be notified The requests are all assigned automatically in the BPM to the Expenses team. NONE of the Expenses team are being notified, and I can search for the phrase 'assigned to your team' in the mailboxes, and I do get hits for the last day for OTHER teams, but just not for any requests which were logged and assigned to the Expenses team. 39 minutes ago, ArmandoDM said: can you please check that the email template as defined into the app setting "guest.app.requests.notification.emailTemplate.groupAssignment" actually exists ? I have searched for this template and it DOES exist (and is being used to send notifications to other teams) Thanks Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 11, 2021 Share Posted November 11, 2021 Hi @Paul Alexander we are not able to replicate the issue, so we need to investigate deeper especially because it happens with only 1 team. Can you please raise a Support Request ? Thank you Armando Link to comment Share on other sites More sharing options...
Daniella R. Goral Posted November 11, 2021 Share Posted November 11, 2021 Thank you for bringing this up. Starting Nov. 10, 2021, we started to experience the same issue with 2 of our teams (all others are working fine). Should we raise a Support Request as well? Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 11, 2021 Share Posted November 11, 2021 Hi @Daniella R. Goral I tend to believe that its the same issue, but of course we cannot be sure of this. Lets see if we can find any issue after the first Support Request, if the fix does not solve the issue also on your instance then yes, we'd need another Support Request Regards Armando Link to comment Share on other sites More sharing options...
Steven Anderson Posted November 11, 2021 Share Posted November 11, 2021 We are also seeing this issue with one of our Teams. Not receiving Team assignment notifications, starting on the second half of 11/09/21 and continuing. Will raise a support ticket as well. Thanks, Steven Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 15, 2021 Share Posted November 15, 2021 @Paul Alexander, @Daniella R. Goral @Steven Anderson are you able to share one of the team name/id you experience the issue ? As said above, we're unable to replicate the issue, so it would be useful to try and replicate with the same team name Thank you Armando Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 15, 2021 Share Posted November 15, 2021 HI @ArmandoDM We've logged an incident for this as well, but the team which isn't receiving any emails is the Expenses team (that's the name AND the id) thanks Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 15, 2021 Share Posted November 15, 2021 Thank you @Paul Alexander Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 15, 2021 Share Posted November 15, 2021 Hi @Paul Alexander one more question please? Can you confirm that the user assigning the request has the 'Email Sender' role please ? Thank you Armando Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 15, 2021 Share Posted November 15, 2021 3 minutes ago, ArmandoDM said: Can you confirm that the user assigning the request has the 'Email Sender' role please ? These are all assigned through the BPM 'assign to team' node. thanks Link to comment Share on other sites More sharing options...
Steve Giller Posted November 15, 2021 Share Posted November 15, 2021 @Paul Alexander the majority of actions are done in the context of a User, it may be that the current User Context does not have that Role. Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 15, 2021 Share Posted November 15, 2021 So will that be the person who logged the request? This has worked perfectly up until last week - we haven't made any alterations to the request for months and I've just checked (as this request is one which needs to be renewed every year) and the customer who logged the latest one (which didn't trigger the email), logged the same request this time last year, and that DID trigger the 'assigned to team' email. Not sure if that helps?! Link to comment Share on other sites More sharing options...
Steve Giller Posted November 15, 2021 Share Posted November 15, 2021 @Paul Alexander We've added that info to the Support request so Development can advise us. We'll report back here soon so anyone else affected can see the updates. Link to comment Share on other sites More sharing options...
Daniella R. Goral Posted November 15, 2021 Share Posted November 15, 2021 5 hours ago, ArmandoDM said: @Paul Alexander, @Daniella R. Goral @Steven Anderson are you able to share one of the team name/id you experience the issue ? As said above, we're unable to replicate the issue, so it would be useful to try and replicate with the same team name Thank you Armando We have two examples: Jeff Duprey and the ERP Team Mark Kisilewicz and the Mobile Solutions Site Support Team 1 1 Link to comment Share on other sites More sharing options...
Vikki Cameron Posted November 16, 2021 Share Posted November 16, 2021 Hi, We have also just had this reported to us today. It looks like it started happening later on the 10th and also affected all the calls that came in on the 11th and 12th to this particular team. However she has started receiving email notifications of calls assigned to her team today. Thanks, Vikki Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 16, 2021 Share Posted November 16, 2021 @Paul Alexander @Daniella R. Goral @Steven Anderson we identified an issue with the operation to send email notification. The issue has been fixed and a patch has been applied to your instances. If you could confirm that the emails are now sent as expected, it would be appreciated. Regards Armando 2 Link to comment Share on other sites More sharing options...
Dan Munns Posted November 17, 2021 Share Posted November 17, 2021 @ArmandoDM has this change been rolled out to other instances? I have the opposite issue this morning, when a ticket was assigned to a team, but a notification was sent to another team with a similar name. Service Team IT (not actual name) was assigned a ticket, Service Team (a group used to provide access to a portal service) all got a team assignment email. Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 17, 2021 Share Posted November 17, 2021 @Dan Munns yes the change has been rolled out to all instances. I'm pretty sure the change rolled out is not the reason for the issue you're experiencing this morning, so it must be something else. Thank you for reporting it. We will investigate and I'll get back to you. Regards Armando Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 17, 2021 Share Posted November 17, 2021 Hi @Vikki Cameron thank you for confirming the issue has been fixed. Regards Armando Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 17, 2021 Share Posted November 17, 2021 Hi @Dan Munns we are not able to replicate the issue mentioned above. Just a question about the issue: when you assign a request to 'Service Team IT', does 'Service Team IT' gets notified too, or only 'Service Team' get the notification? If you can raise a Support Request we can investigate further on your specific instance. Thank you Armando Link to comment Share on other sites More sharing options...
Dan Munns Posted November 17, 2021 Share Posted November 17, 2021 @ArmandoDM I will have to check with the IT team for this service. If it happens again I will raise a support ticket. Seems to be just a one off at the moment. Thanks. 1 Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 18, 2021 Share Posted November 18, 2021 HI @ArmandoDM It looks like we had one of these requests raised yesterday evening and the 'assigned to team' email DID get sent thanks Paul Link to comment Share on other sites More sharing options...
ArmandoDM Posted November 18, 2021 Share Posted November 18, 2021 Hi @Paul Alexander that's great, thank you for confirming. Armando 1 Link to comment Share on other sites More sharing options...
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