No "Emailed To" notification at top

Just wanted to put our hat in the right and say that we recently upgraded to 12.7.8 and applied Hot fix 2 and are experiencing this issue with email notifications not being sent to all of the parties that are checked to receive an email when clicking on "Save & E-Mail"

How about any CC'd on the ticket? I don't see them listed as well. I winder what the work around actually fixed???

From the notes looks like it was just Tech accounts added to cc/bcc that were not getting emails.  So the fix now sends them emails but the notifications of who got emails (except for Client) is broken.

So, has anyone seen a fix for this? They said it was in HF2, but it didn't work for us. Still can't CC anyone on a ticket...

I don't recall seeing any info that this bug was fixed with HF2. There is a published workaround from Solar Winds that you can do until a future patch that fully resolves it is released:

https://support.solarwinds.com/SuccessCenter/s/article/WHD-12-7-8-no-longer-sends-emails-for-other-Techs-in-the-CC-BCC-fields?language=en_US

P. Scanlan

I don't recall seeing any info that this bug was fixed with HF2. There is a published workaround from Solar Winds that you can do until a future patch that fully resolves it is released:

https://support.solarwinds.com/SuccessCenter/s/article/WHD-12-7-8-no-longer-sends-emails-for-other-Techs-in-the-CC-BCC-fields?language=en_US

P. Scanlan

This was the first thing I tried. Had a colleague say it was fixed in HF2. It didn't work either...

Hmmm interesting. We tried the workaround by adding the line "JAVA_OPTS="-Dwhd.12.7.8.not.send.mail.individually=false" to our WHD config file, rebooted our WHD instances and sending email to techs is working again. I would recommend reaching out to Solar Winds support if the proposed workaround isn't working for your environment.

Apparently, I didn't hit save when I added the line to the conf file. It's working now. Thanks!

So just to clarify, after you did the patch and saved emails are getting sent out but the Notifications still are not showing at top all who got the emails (except for the Client), is that correct?

Hey Leos, no. They ARE showing in the response after I send to a CC'd tech or person. It's like it worked before the upgrades.

Still not working for us and I verified the line for the fix is in our file.  Like if I reassign a ticket, used to see notification saying reassigned to xxx, email sent to xx and xxx (their group manager) as those boxes are checked at bottom already.  Now it just says "Ticket 111 was saved".

Hmm... Maybe like pscanlan said, you might want to open a ticket...