Hi guys,
I'm trying to understand the reason why I didn't get an Email Notification when a user click on Follow button in the header of the Incident record, I'm aware of a popup has been raised in the Toogle Connect Sidebar, however with all connect settings enabled for Email, I would expect that the system will trigger an Email notification to the user who is following the Incident whenever someone add a Work Note / Additional Comment.
Actual behavior: ITIL User is not getting any email notification.
Expected behavior: ITIL User should get an email notification for any Work Note / Additional Comment added.
Could someone help me to find out if I'm missing something here?
Thanks a lot
Hi guys,
I've found the problem, basically in the Live Group Member table (live_group_member), any time an ITIL user press the Follow button in the Incident header form, the system will create automatically a record in this table, however the Notification flag is NOT checked, this was the problem.
In order to fix it, I've created two Business Rules in that table in order to force the Notification to true/false in case the user Follow or Unfollow the record.
In this way, the ITIL user get an Email notification whenever a Work note or an Additional comments has been created in the Incident record, this is exactly the expected behavior.
Cheers
Alberto
Yep, as you can see below, the setting is correct in Connect Conversation notification preferences of the ITIL User:
