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Missing incident assigned notification emails
Answer ID 8405   |   Last Review Date 02/26/2019

Why are incident assigned notification emails not being sent and/or received?

Environment:

Oracle Service Cloud, All versions

Issue:

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.

Resolution:

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:

1.  Personal settings are selected/checked correctly.  This is done either by the agent (a) or the administrator (b):
  a.  Click File > Click options > Click personal settings.  In the Personal settings tab, the notification options section, the settings are:
      i.  Send Email notification
      ii. Send Detailed Email Notifications
      iii. Notify always
  b.  Click Configuration > click Staff Management > open report Staff accounts by group > open the staff account.  There is a drop down at the bottom right labelled "Email Notifications", it's options are:
      i.  No notifications (equivalent to none of a.i., a.ii., or a.iii. checked)
      ii. Short notification once (equivalent to only a.i. checked)
      iii. Detailed notification once (equivalent to a.i., a.ii. checked; a.iii. unchecked)
      iv. Detailed notifications always (equivalent to a.i, a.ii., and a.iii. all checked)
2.  Check message templates.
  a.  Administrator notifications >Incident > Reassigned
      i.  Should be checked to send
      ii. Should be deployed
3.  Check that mailboxes are set up correctly: Answer ID 331: Setting up mailboxes in Oracle Service Cloud
4. Check that the agent is not assigning the incident to themselves (in this case notifications will not be sent). 


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.

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