Group email parameter doesn't send notifications when ticket is already assigned to a member of the group.

[Marcin Kroszel]

Hello Community,

I have the following problem with group email functionality. 

As I understand it, when this option is enabled and group inbox is filled with an email, all kind of notifications should go to this inbox rather than to each individual person.

My problem is that with this option enabled, the notification goes to group email only when ticket field Assigned To = empty. When the ticket is already assigned to a particular person from a team, then group notification stops and notification is sent only to that one assignee.

So right now, in case someone from the team with the ticket assigned is not at work that day, no one will know that there is a ticket which should be taken of. 

Do you know what might be the cause of that problem and where to look for configuration?

I will much appreciate your support.

[Matthew Smith]

Hi Ahlen

Sounds to me like this is an issue with the 'When to send' conditions of your notifications. I suspect you have one that is sent to the Assignment Group when Assignment Group changes and Assigned To is empty and another that is sent to the Assignee when Assigned To changes.

Hope it helps.

Matt

[Matthew Smith]

Just realised you said when the caller updates their ticket, so look for Notifications where 'Who will receive' contains assigned_to and the 'When to send' is something like 'Assigned To is not empty and comments changes'. This is the notification you would need to update and change the 'Who' from assigned_to to assignment_group.

Matt

[Ahmmed Ali]

Hello Ahlen,

Form general configuration point of view I can tell below points.

* There is no issue with group email or something.

* Issue is Group is not getting incident creation email when the incident has some value in assigned to field. in that case only assigned to user is getting the email.

Solution:

* Please check the condition for those notification (in application navigator System notifications > emails > Notifications) and there fiter list with table as incident.

* Open relevant notification and check the condition specified in "When to send" section of the form.

What I guess is, the incident creation notification will be triggered when state is in new.

OOTB there is a BR which sets state to In Progress whenever the incident is assigned to some user. So while creation the incident if the ticket is assigned to some user then state will be set to in progress due to which the incident creation notification is not triggering.

Please verify the same.

Please let me know if I misunderstood the situation.

Thanks,

Ali

[Ahmmed Ali]

Below is OOTB notification on incident table.

To get the incident creation/assignment notification for group, you can remove the first condition which says "Assigned to Is Empty".

Thanks,

Ali