My agents have stopped receiving emails when tickets are assigned to them.  They also do not receive emails anymore when the Pending timer has expired.  The en::Agent::OwnerUpdate, and en::Agent::PendingReminder notifications are still configured in the ‘Notification Management’ area of the web interface.  I’ve looked through the manuals and do not see any more information on these notifications other than how to format them in the ‘Admin-area’ of the web interface.  I just need to know if there’s a place where they might have inadvertently been turned off.

The admins still receive emails when new tickets come in, or responses are submitted, so I don’t think it’s an email account configuration issue with the smtp server, unless Agent notifications are sent out a different way than the other notifications like new ticket notifications and response notifications.

Any help would be appreciated.

 

Thanks,

Loren