No e-mails received when assigning an engineer in SM to an incident, using Notify Analyst app.

Henk_01

I am using Service Manager 2012 R2

The channels are configured correctly: E-mail notifications for example when creating or closing an incident are send and received correctly. No problems with this.

Problem is with the Notify Analyst app. It should send an e-mail when an Incident is assigned or re-assigned. However no e-mail is received by the assigned engineer. Tested this with various engineers (that did receive e-mail when an incident was created or closed).

The assignment workflow that runs in the background “Cireson Incident Assignment Notification Workflow” seems to work correctly, given the instance status.See the picture below

The Notify Analyst app did work correct some weeks ago. Nothing has been changed according me, but e-mails are no longer received when re-assigning an incident.

What is going wrong here? What is the reason and how can this be solved?

damon_mulligan

Can you check the Console Tier Mapping to make sure the Support Groups are still mapped to the AD Groups?

Henk_01

Hi Damon. The issue has been solved. The language in the notification template was Dutch while the "Locale" in the AD userform was not filled in. Then no e-mail notifications were sent. After filling in the "Locale" field with Dutch, the notification e-mail was sent by the Notify analyst app.

damon_mulligan

Glad to hear. Thanks for the update.