ITBabsan
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User not receiving email after created case anymore.
Hello, In some moment our users stopped to receive an automated mail when a case is created. "mailer@DOMAIN.assist.com" is the sender in Settings - no one receives anything from that adress (It cannot be found under Services nor Users) When the case is created and if an update(Comment) are made into the case, the system sends automatically out an automated message from an another mail "it-operations@DOMAIN.assist.com- only when comment added. I've tried to see if "It-Operations"-account have something special specified to make this update but no. Tried to workaround this by adding a Trigger that adds an comment after a case is created - but that doesnt either help to send away an email, since the user is written as "Trigger" who put the comment. Is it simple as that the user/service for "Mailer" has to be re-created and that it sends out the mail when a case is registered. Been through all Admin settings in Service-Desk but not much more than: "Service Desk Settings/Customer Emails Sender & Footer Auto-Response Request for Feedback" These are right and correct configured, this is activated too: "Sendauto-responsewhen customer raises an incident via email" What can we look into more or where is a setting missing? Or, how to Troubleshoot this "Mailer@domain.assist.com" account? Kind Regards Nico Välimäki Edit: Our license went out in December -and got re-activated and after that we recognized these messages were gone - what are we missing? When a case is created, and an COMMENT added to it, a mail is instantly sent out telling that the case got an update, but never a mail about it being created.2KViews0likes2Comments