I am having a problem with the cancel notifications, it is now working. I've tried the close, status change, resolve and none of this activity notifications send email when I change the status to Cancelled.
have you disabled Activity Notification with 'CNCL' or 'CL' codes?
Out of the box these notification will fire perfectly. and I havent seen any known issue either.
Please check these points under Activity Notification:
- Select the notification which is not being triggered.
- Check if Notification rule is set.
- Verify if Object contacts are properly defined.
- Under Message template double check if "AutoNotification" is checked.
Last Point, review the stdlog file and look for any error if notification fails.
Did you close the ticket upon CANCEL status?
If yes the you should configure your notification with "closed activity notification"
Out of the box, there is no activity notification for the cancelled status. I have tested for update status activity notification and it does not trigger notification for the cancelled status. As mentioned by Vikash, you need to create an activity notification for Cancelled status. If anyone is aware of customization approach, pls reply to this thread.
It might be preferable to create something like a 'Cancellation Requested' status - flagged as an 'active' status - on which you can both send the notification and trigger a status update macro to actually cancel the ticket. Otherwise you run into the difficulty that events are suppressed by the cancellation.
Hope that helps!
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