Analyst assignment email notification

[billster]

I have this setting set to both for email and Hornbill notification

guest.app.requests.notification.notificationType.assignment

does it only give the email notification if it is assigned after the request is logged or as it is logged? Sometimes the email is not being sent, I have noticed that a request was assigned to me by a colleague but I never received an email notification.

This is also set under the notification settings of my user account.

[billster]

23 hours ago, billster said:

I have this setting set to both for email and Hornbill notification

guest.app.requests.notification.notificationType.assignment

does it only give the email notification if it is assigned after the request is logged or as it is logged? Sometimes the email is not being sent, I have noticed that a request was assigned to me by a colleague but I never received an email notification.

This is also set under the notification settings of my user account.

I confirmed this morning that no analyst assignment emails are being sent out. I check in direct outbound messages within platform configuration and there are none.

 

I checked that the template exists and it does, so I am unsure why it isn't working.

 

Thanks

[ArmandoDM]

Good afternoon @billster

we cannot replicate the issue reported above.

The notification should be sent also when logging a request, not just when assigning a request after its been logged.

As you've enabled both the Hornbill and the Email notification, do you receive the Hornbill notification ? Is only the email notification that's missing?
If this is the case, you may need to check that the user logging the request has access to the mailbox the email should be sent from. 

Regards

Armando

 

[billster]

10 minutes ago, ArmandoDM said:

Good afternoon @billster

we cannot replicate the issue reported above.

The notification should be sent also when logging a request, not just when assigning a request after its been logged.

As you've enabled both the Hornbill and the Email notification, do you receive the Hornbill notification ? Is only the email notification that's missing?
If this is the case, you may need to check that the user logging the request has access to the mailbox the email should be sent from. 

Regards

Armando

 

Afternoon, I read your comment about the user needing access to the mailbox the email is sent from and the colleagues did not have send permission on that mailbox. I have amended the permission and now receiving the assignment emails as expected.

 

Thank you!

 

 

[ArmandoDM]

Good morning @billster

thank you for confirming this.

Regards

Armando

[billster]

On 12/12/2024 at 08:01, ArmandoDM said:

Good morning @billster

thank you for confirming this.

Regards

Armando

hi Armando, is there a field in the email template to put the assignment comment in the body of the email?

 

 

[Steve Giller]

The comment does appear in the Hornbill Notification, but the assignment comment is not available to email templates as it's not stored against the Request.