Monday, December 31, 2018

Support Preferences > Notification tab > Update section > Notify Assignees = T > Case Assignee = Support Group without Email address > Case Update Notifications from all Cases are sent to the Main Support Email Address

Below is the normal behavior of the system :
" If there is no email address for the group, the email is sent to all the team members AND NOT to the Support email address "

However, it was not tested on that issue what the behavior would be if a member of the support group has no email address.

Solution: Put an email address to the Support group and set it to auto-forward messages to the members.
Even if a member does not have an email address, it will no longer send an email to the Main support email address

Tests to prove workaround:

Scenario A: Support group does not have email address
1. Create a Support group in Lists > Relationships > Groups > New
Support Group members (name: XXX Support Group > Email address = blank/ null)
Member #1: aaa@email.com
Member #2: bbb@email.com
Member #3: no email address

2. Create a Case in Lists > Support Cases > New
- Assigned to = XXX Support Group

3. Enter text in the Message box.

4. Check the Send to Customer box.

5. Click Save.

Actual Result # 1 : Members #1 and 2 received the notification. Main support email address received the Support notification

Scenario B: Support group has email address and auto-forwards messages to the members.
1. Support group email address: support_group@gmail.com
- Go to Gmail > Settings> Forwarding and POP/IMAP
- Forwarding:
Forward a Copy of incoming email to: aaa@email.com and bbb@email.com> Save changes

2. In NetSuite, Create a Support group in Lists > Relationships > Groups > New
Support Group members (name: XXX Support Group)
Member #1: aaa@email.com
Member #2: bbb@email.com
Member #3: no email address

3. Create a Case in Lists > Support Cases > New
- Assigned to = XXX Support Group

4. Enter text in the Message box.
5. Check the Send to Customer box.
6. Click Save.

Actual Result # 2: Members #1 and 2 received the notification. Main support email address did not receive the Support notification.

No comments:

Post a Comment