Send Email Notification to Caller when Incident is auto-resolved

[Jagadish10]

Hi All,

I have created a catalog Item which simply creates and auto-resolves incidents. For this, I have setup an email notification to go out to the caller. Attached is my "When to send" condition. Notifications are not getting triggered and not able to view logs in email logs.

Please advise what could be the issue.

Thanks

[Ashutosh Munot1]

Yeah thats right. Please tell us so what are u doing and when are you setting this values..

Thanks,
Ashutosh

[Jagadish10 · Accepted solution]

Hello Ashutosh and Palmen,

I troubleshooted further to see why I'm not receiving notifications from system. On the other hand, I configured the same set-up (Catalog Item and Notification) on my personal Developer Instance and surprisingly, emails were coming through within a minute.

So, then I removed the email layout and template I had used in my email notification on DEV instance and tested again, emails were now coming through.

So it was my email template that was stopping the emails to flow through. Strange root cause but somehow after changing the layout, I'm now receiving notifications.

Thanks to you both for helping on this.

Thanks

Jagadish