Mail not received when reopening a ticket

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Article ID: 222732

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Updated On:

Products

CA Service Desk Manager CA Service Management - Service Desk Manager

Issue/Introduction

When user reopens ticket, the assigned group and assignee are not getting reopen email

Cause

The "Reopen" Activity Notification was being used.  However, the ticket was being moved from status "Resolved" to "Open" which is not a "Reopen" condition.  "Resolved" case status doesn't set the ticket to Inactive, while "Closed" status can leave ticket at Inactive.  There were also missing contacts in the needed Activity Notification for "Update Status"

Environment

Release : 17.3

Component : Svc Desk Email

Resolution

Found that there were missing contacts who were excluded from the Activity Notification.  Needed to add Assignee to the Default Notification Rule for Update Status.