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Workflow not sending the resolution email


Jeremy
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We have only just noticed that when a request is 'Closed' either manually or via the BPM when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.

This is when the BPM has ended and the system is supposed to send the email as set here:

image.png.96317d4dda10b3afe8366d9ecd645f75.png

 

Also unassigned tickets are assigning to you when you open them

You cannot Assign to the team, e.g. remove yourself as the analyst and assign back to a team

Please can this be looked into, this has only started happening this morning as far as we can see but guessing that all these things are linked

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1 minute ago, Jeremy said:

We have only just noticed that when a request is 'Closed' either manually or via the BPM when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.

This is when the BPM has ended and the system is supposed to send the email as set here:

image.png.96317d4dda10b3afe8366d9ecd645f75.png

 

Also unassigned tickets are assigning to you when you open them

You cannot Assign to the team, e.g. remove yourself as the analyst and assign back to a team

Please can this be looked into, this has only started happening this morning as far as we can see but guessing that all these things are linked

We've noticed the same issue with unassigned tickets, although i don't think it's actually assigning them to you when you have it open - it's only displaying as being assigned to you, the ticket still shows as unassigned if viewed in the list (certainly in our case anyway)

Only started in the last hour or so

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23 hours ago, Jeremy said:

We have only just noticed that when a request is 'Closed' either manually or via the BPM when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.

This is when the BPM has ended and the system is supposed to send the email as set here:

image.png.96317d4dda10b3afe8366d9ecd645f75.png

I just want to make sure that this doesn't get forgotten in the melee yesterday as this is still an issue and is not related to yesterday's issues.

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  • Victor changed the title to Workflow not sending the resolution email

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