Service Desk Script Post Function Email not sending on transition

When a ticket is being transitioned in service desk from one queue to another, we have transitions created in a custom workflow that is supposed to trigger a script post function, that should send a custom email. No matter what we do it never triggers. The ticket moves queues... but like now the Script Post Function will always say "never run". I've talked to two consulting firms that couldn't give me an answer on why it wasn't working... SHOULD the post function fire for service desk queue moves like it does elsewhere? Could you provide some help?



2 answers

0 votes

What happens when you do this from JIRA rather than service desk, does the post function fire?

If it doesn't then there may be an issue with how you have configured the email post function. Can you try changing it to a simple one, just put "Hello" as text for the body and templates and see if that works.

Do you see any messages in the logs?

0 votes

Also worth turning debug logging on to see whats happening when you do the transition:

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