Skip to main content

I have created an issue called “Printer Home / Personal”.  Our team does not provide support to home printers.  So, I created a rule that, when this issue is selected, it will cancel the ticket and sends a polite email to the Submitted By person that states we do not support home printers.  Here is where the problem, comes in.  The rule will cancel or resolve (I have tried both) the ticket, but it does not send the email.  I have tried to move the rule around to the top, the bottom, etc.  I have tried to re-order the two actions, no joy.  I am wondering if other things need to be set, like ticket owner perhaps, before an email can be sent. 

Just to recap, the rule is supposed to do 2 actions based on the issue selected:

  1. Cancel (or resolve) ticket
  2. Send email to Submitted By

It is only doing the Cancel/Resolve regardless if its the 1st or 2nd Action.

If anyone has any suggestions, I’m all ears!  Thanks for your time!

I have some more info.  I ran the rule simulator.  Got this back as a response and I am not clear on what it means.  Can anyone help me out, please?

Ticket successfully matched against rule filters ..Action "Alerts > Send email alert to user" has run successfully - Can't send an email to user when there are no users associated with the ticket or the alert. ..An error occurred while executing rule action "Ticket > Set status". Please contact your administrator or review exception details within execution logs for details. .."Continue processing" set to True

Hey ​​​​@tdaye 
Did not want you to think we forgot about your post. Have been looking into why it is not sending that email. Will be getting back to you shortly 😁

@tdaye 
Made a support ticket for this issue. Will keep you updated once this issue has been resolved. 

Reply


Terms & ConditionsCookie settings