new ticket workflow not working as expected

[NikuyaJS]

Bug report

new ticket workflow not working as expected

Issue Description

When a new ticket is created the customer will be notified by email but the 'ticked' agent will not receive an email

Preconditions

Please provide as detailed information about your environment as possible.

1.  V -1.1.0
2. Commit id. - don't know

Steps to reproduce

Create a new ticket

Expected result

Ticked agent in workflow should receive email when a new ticket is created

Actual result

Ticked agent in workflow doesn't receive email when a new ticket is created

[komal-sh-27]

@NikuyaJS

Let us know, you have created a new workflow for a created ticket or updated an existing workflow. Also, let us know from where you have created a ticket from the admin or customer end:

Because we have checked to create a ticket from the customer end and here are emails going to both sides on the customer and also the agent side:

=> On the customer email:

=> On the Agent email:

[NikuyaJS]

@Komal-sharma-2712

The original workflow had the same issue so deleted it and I recreated my own 'Ticket Created' workflow which has the same issue.

I've checked spam systems and nothing is being blocked. if i was to update the ticket the agent would get a email notification for this.

Is there any logging i can enable to see if the email is being sent to both customer and agent?

[komal-sh-27]

@NikuyaJS

After you have added a new workflow from your side. Let us know from where you have created a ticket from the admin or customer end. Also, let us know whether emails receive or not customer side. Only emails not received on the agent email side

[NikuyaJS]

@Komal-sharma-2712

Okay, so the workflow is set up like this

If I use http://www.domain.com/en/customer/create-ticket/ the customer and agents DO NOT receive any email notifications for ticket creation

If I send to an email to the uvdesk mailbox only the customer receives an email for ticket creation, the agent that is ticked in workflow does not

[komal-sh-27]

@NikuyaJS

Alright, Please share your helpdesk URL with the login details on our support helpdesk from here. We will check the error.

[NikuyaJS]

@Komal-sharma-2712

The uvdesk instance isn't publicly accessible. am i able to send screenshots or get some logs to you?

[komal-sh-27]

@NikuyaJS Alright, create your ticket on our support helpdesk from here.

[komal-sh-27]

We are closing this issue, if you are still facing the same error then create a ticket on our support helpdesk from here.