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Staffs not getting emails as per business rule

Received Response
edited Jun 8, 2022 10:31AM in Agent Desktop 7 comments


Staffs not getting email when incident assigned


Hi All,

I have created a business rule to send email incident information to specific staff when the incident is assigned to him. Which is working perfectly in test instance. Now the business rule,workflow,workspaces and everything is re created in production environment and necessary users have been created with their valid email address. But client said that the concerned staffs didn't receive any email notifications. So, in test instance I have created a business rule pointing to new user with new email address and this user receives the email as per the business rule. Also I have checked with the profile permissions in

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