Why are incident assigned notification emails not being sent and/or received?
Oracle Service Cloud, All versions
When an incident is assigned to one account by another account, if configured correctly, an incident assigned notification email is sent to the assignee. This is not happening as expected.
There are account settings which allow or block notification emails. These can be set via the File menu, when logged in under the account, or via the account edit page by an administrator or other account with access. Message templates and mailboxes should be configured correctly. Finally, the assigned incident notification email will not be generated if the assigner and the assignee are the same account, i.e. if you assign an incident to yourself. A checklist for these steps follows:
If the above steps do not resolve the issue, then there may be a problem with the receiving email client or server. For instance, sometimes a spam filter is blocking receipt of the email. In this case everything can be working correctly in your instance of OSvC, but the emails do not show up. Please contact your email administrator or check spam folders to ensure this is not the case.
Finally, if none of the above resolves the issue, please submit a service request to Technical Support.