Requester replies not going through to technician via email
Hi all,
Info:
We are running the on premise version of Service Desk Plus. Currently we are using Version 9.3 Build 9308 running on a WAMP Server 2012 R2 server.
Problem:
When a technician replies from their email to a user, the email gets logged in the ticket, then the user receives an email with the technicians reply (this works just fine). When a user updates a ticket or replies to a technician email, the users reply is logged in the ticket, but the technician never receives an email stating the ticket has been updated.
What I've done so far:
- Rebooted the WAMP server
- Verified "Alert(or Notify) technician by e-mail when there is a new reply for the request" is checked.
- Verified "Alert(or Notify) technician by e-mail when requester edits a request" is checked.
- Verified that we don't have any relevant junk email filters
- Verified that the ticket is actually being updated with the requester reply.
So far, all other email functions seem to work just fine. I just can't get this function to work. We are currently trialing the product and this would be a critical piece of the puzzle. Any help would be appreciated.