Email notifications are no longer being received by either users or the support team.

[Erwun]

Hello everyone,

I'm experiencing a strange issue with Lansweeper.

Emails are set up correctly, and everything seems to work when we use the Mail Checker or the "Test" button in the Helpdesk Email settings. However, when users create new tickets, or even when we add a note to a ticket, they don’t receive any notifications.

We're using Microsoft Graph to send the emails, but nothing seems to work...

Do you have any idea what might be going wrong? I'm sure I'm missing something, but it's starting to get frustrating.

Thank you!

[FrankSc · Accepted solution]

Dear, 

Are the necessary templates enabled? And did you check spam folders for incoming mail? 
If the mail config is shown as connected successfully, it should work normally. However, the templates to be sent out need to be enabled on the correct asset types and asset states.
If you are using MSGraph, it would be best to set up an incoming mail as well. We've seen cases where this is the cause of this. With MsGraph, it is recommended to set up both.

[Erwun]

Sir, it worked, i put an incoming mail and our mail work as the first day

Thanks for your support, have a nice day

[Erwun]

Evening Franck,

I checked if mail has been sent on our exchange portal, nothing except the Entra test appeared.