No email notification sent

[ramirch]

Hello!

We have a scenario where an incident is transferred from an interaction.  A few minutes later, the assignee posts a work note and an additional comment at the same time. It is expected that an additional comment notification will be sent but none is generated.

Checking the activity log, the following were posted within seconds of each other:

- work note

- additional comment

- acknowledgment email

Does anyone have an idea why the additional comment notification was not added? The notification should send when the ticket is active, comments changes, and the assignment group and assignee is not empty.

Thank you.

[ramirch]

@Shivalika You mentioned 'same recipients and same table'. Is this always the case? It is my understanding that if 'non-zero weight' notifications have the same recipient and email body, only the one with the higher weight is triggered. Thank you.

[Shivalika]

Hello @ramirch 

Yes the one with highest weight is triggered - when "NON ZERO" if any has zero - it will always trigger. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Ankur Bawiskar]

@ramirch 

yes weight will come into picture when 2 notifications have same recipients

System sends notification with highest weight if same target table and recipients are there.

Email Notification - Weight 

In your case target record is same and recipients are also same.

Ideally recipients are different but the Comments one has order as 20

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Shivalika]

Hello @ramirch 

This is the OOB Notification - 

So, it will be sent to "Assigned to" and Watch list if any.

So, check if Assigned to is active, notification is active and also check in "email logs" once, if notification was triggered from system. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Ankur Bawiskar]

@ramirch 

I could see these OOTB notifications for incident for work_notes and comments

Both the OOTB notifications are having different conditions so they both should trigger.

Is that happening all the time when incident is created from interaction?

what happens when normal INC is updated with both the fields at the same time? Does it trigger 2 emails?

If my response helped please mark it correct and close the thread so that it benefits future readers.