Agent email notifications for new tickets not working.

Problem reported by Howard Adkins - 11/17/2022 at 2:02 PM

Resolved

When a new ticket is created by a user on the user portal, agents do not receive a notification and are forced to login to the management interface to check if new tickets have been submitted.

For field technicians it is cumbersome to keep logging in all the time just to find no tickets have been submitted.

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Employee Replied

11/17/2022 at 2:14 PM

Employee Post

Hi Howard,

Can you provide details of the event you are using for the notification? Please include all conditions and actions you have selected.

Howard Adkins Replied

11/17/2022 at 2:39 PM

The Event i am looking to be notified of is: Ticket Created

Under My Events section in settings page, I selected "notification profiles" for all my agents and entered their email addresses in the "email" section, then selected "enable".

Employee Replied

11/17/2022 at 2:55 PM

Employee Post Marked As Resolution

Howard,

If you created the event under My Events, that would only use your notification profile. Either each agent would need to configure the same event under My Events. Or, you would need to create this as a global event.

Then in the actions you will need to select either "Use Default Notification Profile for Agent" or "Use Default Notification Profile for Agent (once per item)".

Set your Max Frequency to "None" as well.

If you continue have trouble with the event working I suggest opening a support ticket.

Howard Adkins Replied

11/18/2022 at 9:26 AM

That worked!!!

Thank You Emily. I appreciate the assist.

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