Cannot send request notifications to external clients?
We have been very happy with Service Desk but are currently rolling the product into our customer service team for tracking issues and encountering problems sending ticket numbers to those people.
Internally it works correctly, sending messages to internal members when they email to support email address.
Sending to the same email address from an external (say Hotmail or Gmail as examples) causes the request to be raised but no ticket is sent back to the originating email address.
Looking at the request we can see it being raised, but the "conversations" area only shows the notification to the internal team from our business rules setup.
Internally we get that, plus a copy of the email sent to the originator.
The following message is shown in the log which doesn't really give it much description on how to resolve the issue:
Exception while trying to send notification for the request.
Is the product actually capable of sending to domains outside or will it only work with a single domain as an originator of a request?
Thanks in advance
Internally it works correctly, sending messages to internal members when they email to support email address.
Sending to the same email address from an external (say Hotmail or Gmail as examples) causes the request to be raised but no ticket is sent back to the originating email address.
Looking at the request we can see it being raised, but the "conversations" area only shows the notification to the internal team from our business rules setup.
Internally we get that, plus a copy of the email sent to the originator.
The following message is shown in the log which doesn't really give it much description on how to resolve the issue:
Exception while trying to send notification for the request.
Is the product actually capable of sending to domains outside or will it only work with a single domain as an originator of a request?
Thanks in advance