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Super Contributor.
Super Contributor.
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IM Open Notification not firing while escalating from SD to IM

Hi All,

 

i am facing email issue when escalating SD to IM in our production, IM Open notifications is not firing while escalating,

 

But if i create from Open New incident from IM, notifications are firing,

 

Kindly let me know how to resolve this issue,

 

we are using SM9.40

 

Thanks,

Jagan

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Absent Member.. Absent Member..
Absent Member..

Re: IM Open Notification not firing while escalating from SD to IM

Hi Jagan

 

You will need to provide a lot more information on your system first.

 

Is it 9.40 Classic or Codeless?  If Codeless, do you have a custom incident workflow?  

 

What are the conditions on notification definitions for IM Open?

 

Are there any notifications specified in Document Engine for probsummary file?

 

Regards

Matt

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