Additional comments (Sent to customer) Customers are no longer receiving the emails

Vetterules2
Tera Contributor

‎12-02-2024 10:29 AM

Hi Community,

 

We're on Washington DC Patch 7a.  The additional comments (Sent to customer) field is no longer sending comments to our customers. 

Vetterules2_0-1733164004503.png

 

 

 

Is this a known issue?  We have been using a workaround

 

Vetterules2_1-1733164004507.png

I've tested creating a test Incident assigning to myself and when I add a comment in the additional comment section sent to customer, I don't receive any notifications

 

Not sure what else to do at this point.
Can anyone shed light on what I can do.  Please supply steps if possible.

 

Thanks,

Yvette

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AartA
Tera Contributor

‎12-03-2024 02:28 AM

Hi Yvette,

 

If this was done via email this is probably configured in the sysevent_email_action table (system notification in the menu). If you sort this on the incident table there should be a record there condition check on the additional comments field that has caller_id in the recipients_field. 

This notification might be de-activated or there might be something set up wrong in this record.

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