Key agent email

[lfuher]

We recently changed the key helpdesk agent. The previous key agent received an email any time a ticket was created to ensure nothing got missed. Somehow that is no longer working, the new key agent is not receiving those emails. He receives all other emails just as before, while working on or closing a ticket. Help

[brandon_jones]

You would be better off contacting support.

[lfuher]

Just rising this to the top, we are in need of this repair sooner than later. An event yesterday indicated the need for this feature to start working again... Please help

[lfuher]

Yea.. we did that already - two different sets of eyes looking at this - all other emails is going out fine and coming in fine, just this one account - and the agent is Me - looks set up just right - but when we test it nothing happens - the email just doesn't go out. We tracked (looked for) the email going to the server that catches ALL email for public records and it just doesn't happen.

Would appreciate a high-level tech to web in and help us find the issue, we are on the most current version.

[brandon_jones]

I would look at the email settings under configuration and make sure they are set to receive emails for that ticket type.