Additional Comments not sending notifications for non-itil users

[cabletvgal]

Good afternoon.
We are implementing Self Service. Everything is working as intended, but Additional Comments are not firing the notification for any non-itil users. If a caller or event creator has a role of "ITIL" the emails are firing fine.
I have checked the notifications and the incident.commented notifications are active and working based off of the caller_id user field. I have checked the business rules and those appear to be set up properly. All my non-itil users have valid email addresses as well. The dictionary setting for the Additional Comments are set to be "Journal_input" although I have also tried to change this to be just "journal" also with no luck.
I'm not sure what I am missing. Does anyone have any ideas on where I need to start looking? I feel that I am missing a permission level somewhere.

[AnchorTrust]

Hiya,
Have you checked the Event Log to confirm the event is being fired?
If so then check the system mailbox to see if any messages are in the sent / outbox (sometimes takes a few minutes)
Also ensure the additional comments are being created by someone else (differnet account) (it won't email to the event creater unless the box is ticked in the email notification to do it).
I can't remember encountering any permission level as my staff always get 'addictional comments' emailed to them without any roles and the email notification is out of the box using the incident.ess.role template.
Good luck 🙂

James

[cabletvgal]

Thanks James.
I am using the event incident.commented and it is working since users that have "ITIL" roles are getting the notifications. This also means that the event firin, since the notifications are firing as well. I have doubled chcked the actual notfication and the physical notification is flagged as to "send to event creator".
Thanks for the advice. I will keep looking into this.....
Tammie

[AnchorTrust]

Hi Tammie,
Just another thought, could you check one of the users in User Admin and check to see if Notification is set to 'Do not Email' as it should be set to 'Send Email'.

James

[AnchorTrust]

Also maybe worth checking the 'System Mailbox' under Skipped or Failed to see if they are being stored here and hopefully it should explain the reason why...