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Agent not notified of Issue Created

Mike Fourie

Our Agents do not receive emails when a new ticket is created.

We have an agent assigned to each request type that is created. Given the notification scheme, as the assignee they should get an email

Using the notification helper it seems i should get the email

I've been through several articles on here but no solution. Any ideas?

Accepted answers

Jack Brickey

Unlikely but this has bitten me before - make sure the agent is not also listed as Customer.

All comments

Jack Brickey

Unlikely but this has bitten me before - make sure the agent is not also listed as Customer.

Mike Fourie

Hi Jack, thanks for the reply. We are running this internally so our agents are assigned a role of Service Desk Team, then we have a 'full timers' group which is assigned to service desk customers. The agents are indeed also in that group.

Taking them out the full timers group will be a bit of a hassle as we'll have to check where we use security add another group.

Not sure why the logic would prevent a notification in this case.

I can try looking at removing an agent from full timers though and see if it makes a difference

Mike

Jack Brickey

I would definitely try that with one agent. I’m betting that is it.

Mike Fourie

Ok I removed the group which had all full timers as customers. Created a ticket myself and had another agent create a ticket. in both cases i'm the default assignee. In both cases I still get no email. :-(

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