3 Replies Latest reply on Jan 29, 2019 12:48 PM by Ken Soszka

    Technicians not being notified when new ticket created

    James Wild
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      Hi

      We have a problem where technicians are not getting an email notifying them that a new ticket has been created for them.

      the requestor IS receiving a notification saying their request has been received and a ticket is created.

       

      I have checked the business rule "Notify technician on ticket assignment" and can confirm it IS active.

       

      All other notifications seem to be working, and I am pretty sure this notification was working. It was only noticed today by one of our guys that he wasn't getting notifications on new ticket creation, and having tested, none of our technicians are receiving a new ticket notification.

       

      Has anyone else had this problem or know of a fix?

       

      Many thanks

       

      James

       

       

      UPDATE: Having looked further, NONE of the technician notification business rules are working. Technicians are not getting emails when tickets are created, assigned, changed, due date approaching, overdue, etc.

       

      Requestors are getting emails just fine.

       

      I have tried creating my own business rules to get an email to a technician but nothing works, no the default system technician notifications, nor my own.

       

      I have checked the Technician settings, and all technicians have valid email addresses.

      So, I don't get it. Looking in the business rule event viewer I can see that they have all failed.

       

      Anyone else getting this problem????

        • 1. Re: Technicians not being notified when new ticket created
          Pablo Gallegos

          Our users use the Self Service portal in order to create tickets. BMC does not offer a way to assign technicians via that portal except to automatically assign all tickets to one technician. - We have technicians listed in CATEGORY with Group HELP DESK

          Our solution is in business rules:

           

          ---Define Condition- When Ticket is CREATED or UPDATED

          With Assigned to Technician equals {BLANK}

          AND

          Category \ is not blank

           

          ---Define Action- Then Update Record \ Update Ticket Values with

          -Ticket ID - Use Value from current record - {Ticket - Ticket ID}

          - Assigned to Full Name - Use value from current record - {Ticket-Category}

           

          ---Defined Action Schedule

          Immediately

           

          Then we have notifications (in a separate business rule) sent after 3-minute delay. This is working perfectly for us.

          • 2. Re: Technicians not being notified when new ticket created
            James Wild

            SOLVED: So, thinking about this, as requestors are getting emails, the email notification settings must be right.

            The system created default Business rules must be right, or else everyone would have this problem.

            So I went back to the TECHNICIAN settings to check the technicians email addresses. they were all fine.

            Then I noticed that the TIME ZONE setting for each technician was blank. Hmmm, could it really be that?

            It was the only thing that didn't look right, so I assigned each technician to the (GMT) Greenwich Mean Time:Dublin, Edinburgh, Lisbon, London time zone.

             

            I then assigned a new ticket, and guess what? The technician received a new ticket assignment email notification.

             

            So everything is now working.

            1 of 1 people found this helpful
            • 3. Re: Technicians not being notified when new ticket created
              Ken Soszka

              Thanks for posting your solution here James, that's really good to know!