Issue with notification emails

  • 22 September 2023
  • 1 reply

I have an issue from time to time, the notification emails to end users don't always come through.

In the general settings, all the setups are checked: assigned administrator, responsible administrator, request user. Notifications are set to be sent to the submit user for the service record, and notifications will be sent for all new service records with a priority greater than or equal to priority Low. Everything is checked.

However, I still encounter issues.

I've noticed that when I reset my notification settings for 'email to end user regarding' and then modify it back to my own layout, the notifications suddenly start coming through by email to both administrators and end users.

But it's not intended for me to do this every time, right?

Is there another setting elsewhere, or do others experience the same issue?


Best answer by raluca.zarnica 22 September 2023, 18:14

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1 reply

Userlevel 1

Hi Janice,


Thank you for bringing this issue up.

In order to resolve this matter, we’ll need to start a thorough investigation on our end. To do so, would you be so kind as to reach out to us via chat, for live assistance, or to submit a ticket either from our Self-Service Portal, or by sending an email to ?


Here is the link to our SSP, where you can find the chat option as well.


Looking forward to your response.