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Email are not delivering when reassigning tickets to tech

Hi Team,

I'm noticing emails are not delivered to the tech when a ticket is reassigned to another tech. I tried this on both 12.7.10-HF1 and 12.7.12-HF1. Any suggestion? It should appear like this below screenshot when a ticket is reassigned.

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email_tickets

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tech

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ticket assignment

Accepted answers

All comments

pabely

Are you saying the Ticket History Audit does not show an entry with an envelope symbol? The obvious with the relevant Technician flags have been Ticked?

zaharan

Yes, the option is already ticked.

pabely

Just tested on 12.7.12+HF1 and works fine, shows on the Ticket update banner, the Ticket History and looked at the Outgoing Mail History which shows the Mail going via SMTP.

zaharan

Not sure what is causing the issue.