[Tips & Tricks] A Guide to troubleshoot issues related to ServiceDesk Plus notifications
If you happened to come across situations, where ServiceDesk Plus notification works but fails to deliver on certain occasions. Then this article is for you.
There are 3 possible scenarios, where the notification trigger gets restricted.
1.Intelligent notifications feature:
ServiceDesk Plus will suppress notifications on scenarios if the requester and technician are the same users. When the logged-in technician (requester of the ticket) performs actions ( like updating or closing or resolving ) on his tickets, the Intelligent notifications check the logic and stops the notification to get triggered for these known actions.
Let's say you're a technician and you raised a request ( you are the requester for the ticket). Now, if you Close or Resolve the request, the particular notification will not get triggered because you have performed this activity yourself. Similarly, intelligent notifications get activated when you are logged in ServiceDesk and you pick a ticket or assign a ticket to yourself.
This feature will be active by default, you can check if the feature is Active or Turned off, by executing the query given below in [Reports tab - New query window].
In the result displayed, if the paramvalue=true it indicates that the Intelligent Notification is Active.
If needed we can assist you to turn off this feature, kindly reach us at servicedeskplus-support@manageengine.com for further assistance.
2. Junk filter:
Junk Notification Filters prevent unwanted acknowledgments or notifications being sent to requesters/technicians when an information mail reaches the help desk. These mails are not requests and do not require any action to be taken.
Say, acknowledgment email like Out of Office replies, notifications that bounce back when the email destination is not reachable (because of a wrong mail address) can be stopped from being acknowledged or notified.
You can define rules for Junk mails at [Admin tab -> Notification Rules -> Junk Notification Filter]
Check the Junk filter rules and see if there are any rules which could stop any valid mail notification for technicians.
3.Mailbox configuration issue:
When you get complaints from users on notification delivery failure, check step 1 and 2 given in this article. If still issue persists. See if you are able to send a reply from an existing ticket in ServiceDesk Plus. If the mail delivery fails, you can confirm the issue might be related to the mailbox connectivity or mailbox configurations. If the application throws an error make a note of the error and troubleshoot the issue with the help of this article Mail sending troubleshooting and for further assistance kindly reach us at servicedeskplus-support@manageengine.com for further assistance.
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