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Email Notification from Customers

Rajesh Mankad

Hello,

We have setup Service Request notification for customers via email. Yesterday one of our customers initiated Service Request. This SR is not appearing on our Dashboard, though we have received it on our email id support@smartites.com.

Kindly look into this and let us know the root cause.

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Jack Brickey

Did the email result in the creation of an issue? Can you check the email log to see if there is an associated error (project settings > email requests and click on the log link). Is the from email a Customer in the project?

Rajesh Mankad

No, the email has not created any issue. Do we have to define customer in the project for email to appear in dashboard. We have only 1 project where all customers raise request and all such requests gets populated in the Dashboard.

Jack Brickey

An email doesn’t appear in the dashboard. I’m not exactly sure what you mean by dashboard here to be honest. Maybe you mean in your queues? In any event please check the logs as I mentioned. I suspect you will find that the issue was not created because the from address was not a pre-existing customer. Unless you open up your project to be open then you must’ve define the customers upfront.

Rajesh Mankad

You are correct, I mean queues. We are receiving emails of different customers in the queue. Can you explain how can I define project as "Open".

In fact, I checked the logs too. There is no error entry for the day (19th July 2021) when the request was created by the customer through email notification.

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