Workflow not sending the resolution email

[Jeremy]

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:

 

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

[Mike Hillman]

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:

 

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

[Kelvin]

Same here, this is also preventing some tickets from being closed, please fix fast as the queues are growing

 

[Victor]

@Jeremy we are discussing the "incorrect assignment" issue here:

We'll look into the send email from workflow issue as well.

[Jeremy]

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:

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.

[Jeremy]

I can't edit the description of this post, maybe an admin can to better reflect this specific issue that we are seeing

[Victor]

@Jeremy

I have amended the topic summary to reflect this issue you are reporting: when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.