I have a workflow setup to automatically assign tickets to particular users based on another field on creation. The assigning is working fine, but they don't receive an email like they should.
The users have emails that link to distribution groups, so the email should be going out to a group of people.
I have this workflow in a hidden transition that loops back to the open status, so I am unsure if that would cause some kind of issue.
Basically my process is that on create it runs a script to look at a database to find the users location, then there is a post function that will set a custom field support group, then it transitions using the hidden transition, then there is a post function to set assignee based on the support group field.
Why aren't emails being sent to the assignee when they are assigned? The assignee does get an email if I choose them as the assignee on creation manually.
Is there a better way to handle this kind of thing?
Why are you placing the post-function that updates the Assignee field so low? That may not be the problem here but I feel like that's not right.
Updates to the issue fields should happen before the Change History and Indexing occur.
I'll copy paste your lists from above so I can be very explicit. This is how I would order the post-functions. I do not know if this is causing your issue with the event notification though, and I don't have the time to reproduce this on the spot right now.
If you are setting field data after the issue is stored, you can run into some major issues. We can reorder the post-functions and try that out.
Create Transition (1)
Other Transition (131)
I reordered them as you suggested. Now the assignee is getting an email notification saying the status has changed from open to open (because the hidden transition loops back to open after assigning), however, they don't get an email saying it was assigned to them.
I second David's comment, I believe that a Transition Event will override the Issue Assigned event.
In addition to trying David's suggestion, you could also change the Transition Event to fire the Issue Assigned event.
I actually changed it from generic event to issue created event. Seems to be working how I wanted it to now, however, the reporter gets two ticket created emails because there is also an issue created event in the create transition. Is there anyway to remove or silence this create transition event? It won't let me remove it by traditional means.
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