Helpdesk Outgoing E-mail templates

[xPaul]

Currently I am using a few templates and they work fine. The only template that won't work propely is my "Ticket Closed" one. I made some tests and it only worked when the concerning user wrote an e-mail to the helpdesk. When I create the ticket in the helpdesk system itself and select the user it won't work. I selected "State change (sent to user)", "Closed" at Ticket states and I selected all ticket priorities and ticket types. So my question is how do I fix this issue that the concerning user always gets a closed notification.

[Esben_D]

The user in this topic had a similar issue: https://www.lansweeper.com/forum/yaf_postst15999_Ticket-Closed-State-Change-Email-Not-Working.aspx#post53872

Note that if you send a public note and change the state at the same time, it will not send the outgoing email template.

If you are using the other methods to close the ticket. Check your mailbox sent folder to see if the outgoing email template was sent from your mailbox or not.

You can also do tests with the MailTester found under Program Files (x86)\Lansweeper\Service to test general email functionality. But I would assume this will not return any unexpected results.

Lastly, if you are not yet on the latest version of Lansweeper, I'd recommend updating. Instructions can be found here: https://www.lansweeper.com/kb/118/updating-your-installation.html