Email Notification on Assignment not working

[ljbrown]

We've configured our instance of Hornbill to email the team and analyst when a call is assigned to them but these notifications aren't unfortunately working. We receive the notification informing us when a customer has updated their call request just not the newly assigned tickets.

Configuration is just for email only as per the settings attached. Any ideas on where the fault may lie?

email notification.docx

[ljbrown]

Just to add to this issue, we also don't appear to be receiving the emails for SLA escalations either - not sure if the two could be linked?

[Victor]

@ljbrown can you confirm you you have this routing rule configured in your Outbound Routing Rules (screenshot)? Some notifications require this as they use a form of direct messaging using this routing rule...

 

[ljbrown]

Hi Victor,

We have two domain names set up for Hornbill and 3csharedservices and both are configured and I've tested the connections successfully.

Thanks,

Lucy