no update email

[m.vandun]

Hi,

One of our agents has the problem that he does not receive an email when a customer sends a reply on a request when a request is closed. All other agents do receive that email notification.

Kind regards,

Mark

[Victor]

@m.vandun who's the agent? (please don't say James Bond ) and do you have a call reference example where the notification failed to be sent?

[m.vandun]

@Victor I was actually going to say Johnny English...

An example is the request SR00003120. The agent is Mark Lommers.

[Victor]

@m.vandun yeah, Johnny english is a better choice than Mr. Bond

I'll have alook and see if there is any obvious reason why this would have not worked for Mark...

[m.vandun]

@Victor I've got another example: IN00003126

[m.vandun]

Hi @Victor

Just wondering if there is an update on this issue?

Regards,

Mark

[Victor]

@m.vandun on my list still... I'll try and have a look today

[m.vandun]

@Victor Any updates? Customers are starting to get annoyed when not receiving a reply on their questions.

[Victor]

@m.vandun apologies, I was unwell so I have been away for a few weeks. Does Mark still have the issue where he does not receive email notifications for request updates? You mentioned this is only happening to him as all other analysts do receive such notifications...

[m.vandun]

Hi @Victor

No worries.

Yes Mark still has this issue. As far as I know he is the only one with this problem.

[Victor]

@m.vandun is a bit odd because I looked on one of his most recent requests, and I tracing the behavior I can see the the email is being triggered and apparently sent without any issue...

Perhaps we can look at two requests/analyst, one is Mark and another where the issue does not occur... just to trace the behavior in comparison and see if I can spot anything odd in this regard ...

[m.vandun]

@Victor I will create 2 test requests which I will close and test it with my account, where I know it works properly, and 1 for Mark. I will let you know what these requestnumbers are.

[Victor]

@m.vandun thanks

[m.vandun]

@Victor

Checked it with 2 incident requests and it seems to be working properly (IN00004134 and IN00004135). Don't know what happened or what changed but he is receiving the mails now.

Thanks for the help!

[Victor]

@m.vandun good news then