Call closure emails

[dajfiel]

I can't believe this one hasn't come up already!



When closing a call directly (with a Notify By status of Email) an email is sent by the Notification Engine automatically, however when closing a Call as part of an Incident closure (using the Full Service Management model) the email does not get sent, even though the documentation states that it should.



Have I missed something simple?

Has anyone else had this problem?



Regards,



Dave. ???

[tommy]

I think You have a misconfiguration somewhere.



I have just tested this on a canned SC4.0.7 application SC4 and it worked fine. An email was generated when I closed an incident.



Make sure you have the notification SM Close

[dajfiel]

I can also get the Incident email without trouble, but too quote the documentation,



"Full Service Management Model. The state of a call is changed when each related record is closed, based on the value of the Notify By (callback) field in the call report......





......• Email. An e-mail is sent to the contact listed in the call informing him that the related record has been closed. The call is then closed. ....."



If you have multiple calls associated with the Incident the Incident email only goes to the contact in the Incident, not to each Calls contact.



So, even OOB the functionality isn't work!