nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials
Store

Email are not delivering when reassigning tickets to tech

zaharan

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.

Find more posts tagged with

email_tickets

web_help_desk

tech

whd

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.

pabely

A reported issue with the HotFix - After being applied, active techs became inactive in DB (showing Null on DB), the reason why it was not showing on Out of Office Tech. - may be relevant here so try a workaround for this:

Login to WHD> Setup> General> License> please deselect license for all Techs (leave admin), then hit Save.
Once saved, reselect all Techs, then hit Save.

See if this helps with your issue as well.

zaharan

I tried deselecting all the techs and selecting back. Still when reassigning tickets email is not delivering

pabely

Hi @zaharan,

Just to confirm, you are expected an E-Mail to go both to the original assigned Tech and the newly Assigned Tech or just the newly assigned Tech?

zaharan

Usually, once the ticket is reassigned newly assigned tech should receive an email.

pabely

Ok, tested again and still work fine for me, get notification message at top of Ticket and Ticket History looks good and confirm the E-Mail did arrive with the newly Assigned Tech.