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Notify Analyst not working 100% of the time for sending e-mails.

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭
edited November 2021 in Analyst Portal

We have an ongoing issue where our environment is not sending e-mails to analysts when tickets are assigned to them 100% of the time. Believe we are using the "Notify Analyst" addon/plugin/module.

We have worked with Cireson to adjust the 'configuration' of this to improve it but as our work load and volume continue to go up we are having to manually adjust this configuration to get a 'best' case scenario but haven't been able to get 100%.

It's also completely intermittent as I understand it to be controlled by how 'often' the process runs, and how 'many' relationships the process is allowed to process. If there are more relationships than allowed, those analysts are not notified because an e-mail is never generated.

My understanding.

Would think that this is something that can be improved upon to 'always' work. Maybe with some kind of watermark entry to let the process know where it last left off. If it takes a few cycles to process through everything and e-mails are delayed by a few minutes would be better than it not working at all.


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