Hi, I have an admin group that’s assigned to a few request templates and they aren’t receiving any emails when a ticket is submitted, closed, or updated. The checkboxes in Settings → Service Desk → General for “Notifications will be sent for all new Service Records with Priority >= Low,” “Notify Admins assigned to the Service Record,” and “Notify the Admin group assigned to the Service Record” are all toggled on. Only one person is getting the emails and that seems to be the assigned administrator.
Hi
Does the option of “Assigned group members” → “Status changes to” and in it the "New” status checked?
Sela Weinrob wrote:
Hi
Does the option of “Assigned group members” → “Status changes to” and in it the "New” status checked?
Hi Sela, yes it is.
Sela Weinrob wrote:
Hi Sela, thanks for checking that. It wasn’t set to both the admin and the admin group, I’ll test that now.
Maayan Karstaedt wrote:
Hi Maayan, I should specify it’s a Custom Notification (under Customize → Notifications) that isn’t being sent to the admin group. The more basic emails like that are being sent fine. Only one person is getting the emails from the custom notifications and they end up having to forward them to everyone.
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