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The action was to send emails when there is failure or warning, the SLA has been configured as default.
I have just setup your SLA here and it is working fine so I don't think your issue is there. To prove this can you create a new Case (bypass the Queue etc.) and see if you receive the notifications that way?
Hi Soro,
Have you checked the from email address/account to ensure it is approved and activated? If it is fine as a test can you try another email account? I had the same issue and it was down to the email account I was sending from.
Hi Adam Travers
Thanks for your response, all our new cases are are addressed to helpdesk# email address, and cases are automatically created from those emails with the default owner helpdsek#, we have two Queues (Infrastructure Queue and Software development Queue), We want our helpdesk officer to assign new case to relevant Queue within an hour, so the Success Criteria will match when case owner does not equal helpdesk#, SLA will be applicable when case owner is equal to helpdesk#
Shouldn't you have 'Equals helpdesk #' on your Success Criteria to match the Applicable When?
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