Hi,
We’ve had the same issue twice, recently, but we’re confused as to why it’s happening and how to stop it from happening again.
On 9th May, we realised that all new emails (tickets) that we created were not sending out. It had been happening for at least a week, when we back-tracked. We managed to fix this by resetting triggers on 10th May.
On 16th May, we realised that since we reset, all replies to emails were not sending out. We reset triggers again, and this got fixed.
In both instances, the problem was discovered when an email wasn’t received, and the event history of the email was checked. The event history was missing the “Notify requester of new proactive ticket” and later “Notify requester and CCs of comment update”. Both triggers were active and unchanged at the time the issues started.
1) Can anyone help us with why this happened and how we can prevent it from happening again?
2) Is there a way to be notified if an email has not been sent? It’s not a good use of our time to have to manually check each email event log before solving it.
Thank you.