Timeline update email not working?

[lee mcdermott]

Hi

I am trying to setup and test the timeline update setting as below. We want an email to be sent to the customer when a customer timeline update is added.

I have updated the option in the service as below but whenever an update is applied it doesn't seem to send an email to the customer?

 

Any ideas if something else needs configured?

 

thanks

lee

 

guest.app.requests.notification.emailTemplate.customerTimelineUpdate The email template used to email a Request's customer on Timeline updates with "Customer" visibility. This notification can be enabled via Update action in "Request Config" tab of a Service.

[Martyn Houghton]

@lee mcdermott

From memory, these go out via the direct outbound mail route, so may be worth checking the EmailDirectOutboundMailRouter log to see if they are getting triggered or there is an error in the sending of them.

Cheers

Martyn

[HHH]

Also make sure that the person doing the update has access to the service's mailbox as defined in service, and that mailbox is specified

[James Ainsworth]

Here is a link to the documentation that lists out the requirements for providing email notifications to customers when a customer facing update is made.