Notifications for Cases

[lucakuehne]

Hi

We activated email notifications on cases for "Received emails". But to be honest I don't really get, when a notification is created and for who. At first I thought all subscribed users get a notification whenever an email is assigned to a case. But this doesn't seem to work, only sometimes. I then thought the subscribed users get a notification only for emails from external (-> email-domain not equal to internal domain), but sometimes this also doesn't work either.

So, if the email noifitcation settings are activated for "Cases" and on "Received emails", when exactly is a email notification generated, and which users do get them?

[victor]

The functionality you're asking about is for Status changes, requests to @username and posts in a Stream of specific entity (for example Case).
Email Notification will be sent to User A, when User A was not logged into the instance.

If User A was logged in, he will receive an In-App notification only.

[lucakuehne]

So with the following settings, there are going to be no notification via email for incoming emails if the user is logged in? Only if the user is not logged in he gets an email for the new email in a case?

[lucakuehne]

yuri Maybe you can clear this question.

[lucakuehne]

yuri I'm once again asking you for a clarification in this topic. As this could be a bug in my opinion, but I don't just want to open a case on GitHub straight away.

[anthony.senior]

Victor's reply helped me figure this one out. I was pulling my hair out over a similar thing. I did a ton of tests for about an hour or two trying to figure out what was wrong before I came across this post. As victor said, it looks like if the person is logged in, they won't get an email notification. I was doing my tests with a Portal user who wasn't receiving any email notifications when there would be a stream post. As soon as the portal user logged out, they started getting email notifications for new posts in the stream of their Case.

It would be great if people would get email notifications for Stream/Post updates even when logged into an EspoCRM instance. Some people may be unknowingly logged in on a tab somewhere which would prevent them from receiving email notifications for who knows how long

[anthony.senior]

Nevermind it may have been a fluke. I'm not sure why email notifications are so inconsistent for Stream posts. Sometimes it works for Portal users and oftentimes it doesn't. Even without any changes being made at all. These are the settings I have but for over an hour the portal user contact that is part of this Case hasn't been receiving any email notifications about Stream posts even when logged out of their EspoCRM portal session. SMTP is working fine, direct emails work fine both incoming and outgoing.