Trying to send a notification when Incident State changes to Pending and Pending Reason changes to Customer

[prudhvig]

Hi,

I have configured choices of State field on incident form according to my requirement. One of the states is Pending, and whenever this state is selected, it shows another sub-state named Pending Reason.

I am trying to send a notification to the Customer if the state is Pending and the Pending Reason State is Customer. For this, I have created the following notification :

I have done that, but not receiving any notification. Could anyone please explain why? Thanks in advance.

[amlanpal]

Hi Prudhvi,

Could you please check whether the field 'Send to event creator' under 'Who will receive' tab in Advanced view is checked or not? If not please check it and retry firing the notification. For more details please refer section 14 in this wiki article

I hope this helps.Please mark correct/helpful based on impact

[prudhvig]

Hi Amlan,

It is checked. I just saw it.

[amlanpal]

Hi Prudhvi,

Could you also check that the selected Caller is Active true or not Locked out (Locked out is 'false') or the Notification is set to 'Enable'. Please navigate to the selected Caller's user profile and check so. Please refer the below screenshot.

I hope this helps.Please mark correct/helpful based on impact

[prudhvig]

Hi Amlan,

I am the Caller and I have created 5 different notifications in the same way. I am getting all the notifications properly except this. One notification when incident is created, one when assigned to me, one when assigned to my assignment group etc. All are working fine except this.