Send Email Notification to Caller when Incident is auto-resolved

Jagadish10 · ‎08-27-2018

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

Jagadish10 · ‎08-28-2018

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

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Ashutosh Munot1 · ‎08-27-2018

Hi,

Can you show sample ticket as well which is creating and getting resolved.

I have doubt in Short description.

Thanks,
Ashutosh

Ashutosh Munot1 · ‎08-27-2018

Hi,

Also on which table this Notification is i.e. On incident or RITM.

Thanks,
Ashutosh

Jagadish10 · ‎08-27-2018

Hi Ashuthosh,

Thanks for responding to the query. This notification is setup on Incident table. The incident is not first creating (Saving) and then resolving.

But, it's create and resolve at a time.

Thanks

Jagadish

Angshuman3 · ‎08-27-2018

Hi Jagadish,

Can you check changing the condition to State Changes to Resolved and verify once...!!

Thanks,
Angshuman