Additional comments (Sent to customer) Customers are no longer receiving the emails

Vetterules2
Tera Contributor

‎11-26-2024 05:49 AM

Hi Community,

 

We're on Washington DC Patch 7a.  The additional comments (Sent to customer) field is no longer sending comments to our customers. 

Vetterules2_1-1732628913324.png

 

 

Is this a known issue?  We have been using a workaround

 

Vetterules2_0-1732628881499.png

Is there anything else that can be done?

 

Thanks

Yvette Lee

0 Helpfuls
  • 497 Views
7 REPLIES 7

Uncle Rob
Kilo Patron

‎11-26-2024 06:12 AM

Start at first principles.  
Are you absolutely certain its not working in all cases?  How did you verify?
Has your email for comments recently been updated?  Take a screenshot of its triggering conditions.

0 Helpfuls

Vetterules2
Tera Contributor
In response to Uncle Rob

‎11-26-2024 06:43 AM

Hi,

I've created a test Incident and added comments in the section, I have not received an email.  Email comments to my knowledge have not been recently updated.

0 Helpfuls

Vetterules2
Tera Contributor
In response to Uncle Rob

‎11-26-2024 11:01 AM

I did find out that this issue started around the time we had a server issue.  Possibly an issue with email.
I'm reaching out to our Server team as well.

0 Helpfuls

Vetterules2
Tera Contributor

‎11-26-2024 07:14 AM

Also, I will add that I'm a newbie, this position was passed onto me so I apologize if I'm slow to answer.

0 Helpfuls