Support Group Notifications not Sending (Create Incident / Service Request)
We are finding that some of our newly created AD groups that are mapped to Support Groups in console are not working. The members of the AD groups are not getting an email when a work item (incident or service request) is assigned to their support group. Are there specific settings on the Active Directory or Exchange side that need to be set in order for those accounts to receive e-mail from the Cireson Portal?
I've looked at the following in the Console. The Support Group is assigned on the Template. The Support Groups are mapped to the AD groups (in Cireson - Console App Tier Mappings and in Cireson - Portal Group Mapping Settings). I looked at Administration -> Workflows and see that the "Cireson Create Incident Support Group Notification Workflow" was successful for the newly created incident.