Recently clients have reported they are not receiving notifications when they create a ticket or when a ticket is closed to their email account.
Is there a way we can confirm this notification setting is turned on from the client account.
Hello Mboyle3,
When reviewing the applicable alerts has it been confirmed and tested that the correct email addresses are assigned to it?
Can we confirm that the emails are not being blocked or put in to a SPAM / JUNK Folder?
> 3. SMTP Server: Settings need to be verified to work.
> Unlikely but are there any Time of Day restrictions set?
> Execution Settings: Is the recommend box checked?
We will look forward to your feedback with more details about the issue if needed after this review.
This looks like an Orion E-Mail Notification, I thought the question is to do with Web Help Desk?
Being within the Web Help Desk (WHD) Forum, this is correct...And yes my response has been for the Orion email notifications, and not specifically for the WHD.
If @Mboyle3 does not own Orion then this will be of no use to him.
Check Setup > E-Mail > Outgoing Mail Accounts > {Mailbox name} > E-Mail History Tab to see if WHD thinks it has sent the Mail
Currently not utilizing, but troubleshooting.
Hello It shows the email are going through on WHD but the client is not receiving confirmation email upon ticket creation or when a ticket it been updated been occurring with multiple clients.
If WHD thinks it was sent log in to the mail server and see if there is a record there of what happened. Client side are there rules in the mail client moving mail to a folder, getting picked up by spam filter maybe?
It seems like it is still not emailing a ticket once the client creates a ticket, upon review it is not showing up in their inbox in any folder, any other possible causes to look into?
Are you using Office 365 or Microsoft 365? We ran into this with particular users and their Remote Routing (or TargetAddress) was incorrect. So the mail server didn't know how to deliver it.
Currently running a health check, we are running on Office 365
We've just had a similar issue with our NPM not sending to our O365 distribution list via internal SMTP server....Our Public IP address was being blacklisted because we didn't have a rDNS record in place.
