Team Assignment notifications not working

[Andrew Parsons]

We had an issue with Service Manager and auto replies when we first went live, so with the assistance of an HB engineer, the "assigned to team" notifications were switched off

We're now looking at re-enabling this rule however at the time I didn't make a note of the settings that were disabled. After some digging I think it's :

 

guest.app.requests.notification.notificationType.assignmentTeam

 

This is currently set to "none" in our instance.

I tried changing this to "email only" and performed a test by reassigning an incident to a team I'm a member of. No emails were sent.

It might be my memory playing tricks, but I seem to recall there was more than one setting to switch this on / off. Can anyone help?

 

[Steve Giller]

3 minutes ago, Andrew Parsons said:

I tried changing this to "email only" and performed a test by reassigning an incident to a team I'm a member of. No emails were sent.

You will want to test this by having someone assign it to a Team they are not a member of, or someone who is not in your Team assigning it to your Team and ensuring you do not have the Request open in any tab/browser window.

You don't get a notification to tell you that you did something, it is assumed that you're already aware. Likewise if you have the Request open it is assumed that you can see the change and do not need notifying.