Emails not being sent, and other strange email issues
My question is if the update to Build 9105 could have somehow changed some settings on how emails work?
I applied Build 9105 last Friday at the end of the day. Everything seemed to be working fine after I brought the system back up, and closed out my last ticket. This morning, I should have received an email notifying me of a ticket I have set to be automatically created each Monday. I didn't get that email, but didn't think much about it. Then when I attempted to reply to a ticket (clicking "Reply" beneath the Description field), I noticed the pop-up window was not prefilled with the requester's email address, nor the Description of the ticket, as it has been previously. It does prefill the Subject, and if I start typing in the "To" or "CC" fields, it will display choices for complete addresses. Then other people reported not receiving an email after they created tickets, or when they were closed.
I've created a test ticket with myself as the requester, in a category that by business rule automatically assigns to me and that all worked, although I've received no emails that should have been automatically generated, either as the requester or technician, either on creation, updates, or closing the ticket. However, if I click "Reply" to a ticket, it will send that email. And it is properly accepting input via email (at least as far as appending replies to the ticket).
The virtual server on which the Helpdesk runs was rebooted over the weekend after some routine maintenance, and I suspect the physical box was also rebooted, but since some emails are coming, I don't think it's that. Neither would I expect that to affect prefilling the email pop-up window fields. But if anyone has a lead there, I'll check it out.
The Requester and Technician databases are still there, and they look like they contain proper info after some spot checks. Requesters have their email addresses showing, etc.
The Notification Rules look unchanged, with these rules active:
I applied Build 9105 last Friday at the end of the day. Everything seemed to be working fine after I brought the system back up, and closed out my last ticket. This morning, I should have received an email notifying me of a ticket I have set to be automatically created each Monday. I didn't get that email, but didn't think much about it. Then when I attempted to reply to a ticket (clicking "Reply" beneath the Description field), I noticed the pop-up window was not prefilled with the requester's email address, nor the Description of the ticket, as it has been previously. It does prefill the Subject, and if I start typing in the "To" or "CC" fields, it will display choices for complete addresses. Then other people reported not receiving an email after they created tickets, or when they were closed.
I've created a test ticket with myself as the requester, in a category that by business rule automatically assigns to me and that all worked, although I've received no emails that should have been automatically generated, either as the requester or technician, either on creation, updates, or closing the ticket. However, if I click "Reply" to a ticket, it will send that email. And it is properly accepting input via email (at least as far as appending replies to the ticket).
The virtual server on which the Helpdesk runs was rebooted over the weekend after some routine maintenance, and I suspect the physical box was also rebooted, but since some emails are coming, I don't think it's that. Neither would I expect that to affect prefilling the email pop-up window fields. But if anyone has a lead there, I'll check it out.
The Requester and Technician databases are still there, and they look like they contain proper info after some spot checks. Requesters have their email addresses showing, etc.
The Notification Rules look unchanged, with these rules active:
- Acknowledge requester by e-mail when a new request is received.
- E-mail user when a request is resolved.
- Acknowledge requester by e-mail when the request is closed.
- Alert technician by e-mail when a request is assigned.
- Alert(or Notify) technician by e-mail when there is a new reply from the requester.
- Send e-mail to technician when the request is reopened by the user.