Email to Helpdesk no notification

 
Author
Message
alu
SysAider
17
 
Hi Community !

I have a little Problem to configure the notification of a new entry.
If i make a new ticket directly on the Enduserportal i receive a notification trough mail.
But if a user write a Mail directly to the helpdesk Mail adress, Sysaid convert it to a incident but don't notificate me trough mail that it have a new entry.
I have testet all the possibilities with templates or Email Rules and General Setup, i don't find where i can insert this or it's not possible?

my workaround now is: a Email Rule in Office365 for that Mail adresse that send me trought BCC a Mail.

Thanks for your help

alu
SysAider
4
 
I'd like to know about this one as well, Sysaid is there any suggestions for this?
SysAid Community Manager Product Team
4874
 
Hey guys,

Please make sure to go to Settings > Service Desk > General and under
"Email notification to end user when > Status changes to" have "New" included.

Also, make sure the actual notification is properly structured and its code is not broken under Settings > Customize > Notifications > Email body to end user regarding a Service Record. You can click on "Return to Default" if you want to test its integrity, just make sure to backup the existing text beforehand.

Let me know if this works.

Cheers,
Danny
GMP
SysAider
1
 
I'm having the same issue. I've done all of that, and we are still not getting notifications.