I hope someone can help me out here, we are running SysAid on Prem ver v21.4.45 b17
We have a strange issue with email integration that i am looking to get sorted out.
The way we use SysAid is primarily through email integration . An employee will email our support mailbox, which will create a SysAid ticket. Most of the time a manager is copied on the email, and they will need to responded with an approval.
We receive the original ticket notification via email, we receive the notification of reply from the submit user via email, but we do not receive a notification reply email from the manager copied.
This is the important note....the managers reply is in the SR within SysAid but just do not get email notification.
Any idea why we are not getting the notification of reply from that other person. It's something that I can replicate, so it's not a user issue but more of a SysAid issue or configuration thing?
Thanks for the help.
-Evan
We have a strange issue with email integration that i am looking to get sorted out.
The way we use SysAid is primarily through email integration . An employee will email our support mailbox, which will create a SysAid ticket. Most of the time a manager is copied on the email, and they will need to responded with an approval.
We receive the original ticket notification via email, we receive the notification of reply from the submit user via email, but we do not receive a notification reply email from the manager copied.
This is the important note....the managers reply is in the SR within SysAid but just do not get email notification.
Any idea why we are not getting the notification of reply from that other person. It's something that I can replicate, so it's not a user issue but more of a SysAid issue or configuration thing?
Thanks for the help.
-Evan
