Support Forum

[tsman]

Hello !
I'am using TS3.5 and some email notification problem I experienced.

1. I've created a category 'ErrorTicket' plus a 'ErrorTicketHandling' workflow ; I've created a custom field 'Email addressee list' whith user list type; it works correctly, with a script its calculated automatically.

2. Ive created a normal filter which brings up the tasks where [b]'Email addresse list' in set Iam and status is started [/b]

3. Ive created a notification filter with the same task parameter conditions.

The problem is that I can't make TS to send email to all the addressees when an ErrorTicket changes/gets created.
I tried to make an email notification rule based on normal and notification emails too, but none of them producted email.
(there are working email rules on this system with other categories)

is it possible to send email to multiple addressees?

[admin]

Please try to start with simplest rule possible (without any conditions at all). Does it work ?

[tsman]

I have several working solution, when a normal filter( with handler is I am) used in email notification rule.
In these situation whenever the submitter changes someone receives an email, paralelly the same person can see the task through the normal filter.

So I checked simple versions , theye are in work.

The problem is that I can receive email when I am in the "Email addressee list", and I am not the handler nor submitter.

[admin]

I have several working solution, when a normal filter( with handler is I am) used in email not. rule. In these situation whenever the submitter changes some receives an email, paralelly the same person can see the task through the normalk filter.

So simple versions are in work.

The problem is that I can receive email when I am in the "Email addressee list", and I am not the handler nor submitter.

Have you specified handler filter conditions for task or for messages (it's different tabs in the filter settings). You should specify for tasks.

[tsman]

Finally I found the problem

1. email rules must be connected to a status
2. involved people must have this status to get email
3. now every calculated email addresse receives email about the changing ERRORTICKET

These missconfigurations caused that no automatic emails were sent.

Thanks