Replies: 4 comments 3 replies
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On Thu, 05 Sep 2024, ***@***.*** wrote:
Hello! My team has reported this issue today. I'm able to reproduce it
consistently.
**Steps to reproduce:**
1. Go to a ticket
2. Click the Add Participants button in the widget(a)
3. Type ***@***.***` in the participant search field
4. Select ***@***.***` and click Continue
Expected result:
1. ***@***.***` is added to the participants for the ticket
Actual result:
1. ***@***.***` is not added to the participants for the ticket
It's likely that that email address is set as a Cerb sender address. Those cannot be added as participants.
…--
Dan Hildebrandt, Developer, Cerb <https://cerb.ai/>
Cerb: Enterprise communication and workflow automation
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1 reply
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In our case, our sender address is ***@***.*********.com and the
participant's is ***@***.*********.co.uk
In Search -> Email Addresses, pull up that ***@***.**********.co.uk address, edit it, and see what's set on it (worker alternate? banned?)
Cerb isn't going to natively reject an address based on it containing a particular string.
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2 replies
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On Tue, 10 Sep 2024, ***@***.*** wrote:
https://cerb.source-elements.com/profiles/ticket/K-09522822/conversation
2. Click the Add Participants button in the widget (right column)
3. Type ***@***.*** in the participant search field
4. Select ***@***.*** and click Continue
Hi Javier!
In Setup->Mail->Incoming->Settings, you have `support@*` as one of the To/Cc exclusions. Cerb will refuse to add those as participants.
If you remove that entry, it will fix this issue.
…--
Jeff Standen, Software Architect, Cerb <https://cerb.ai/>
Cerb: Enterprise communication and workflow automation
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0 replies
Answer selected by
j-at-se
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Hi!
Thank you. I didn't realize this setting also affects manual input.
Cheers,
[image: Source Elements] *Javier da Rosa*
Support Technology Product Owner
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…On Wed, Sep 11, 2024 at 6:44 PM Cerb ***@***.***> wrote:
On Tue, 10 Sep 2024, ***@***.*** wrote:
> https://cerb.source-elements.com/profiles/ticket/K-09522822/conversation
> 2. Click the Add Participants button in the widget (right column)
> 3. Type ***@***.*** in the participant search field
> 4. Select ***@***.*** and click Continue
Hi Javier!
In Setup->Mail->Incoming->Settings, you have `support@*` as one of the
To/Cc exclusions. Cerb will refuse to add those as participants.
If you remove that entry, it will fix this issue.
--
Jeff Standen, Software Architect, Cerb <https://cerb.ai/>
Cerb: Enterprise communication and workflow automation
—
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Hello! My team has reported this issue today. I'm able to reproduce it consistently.
Steps to reproduce:
Go to a ticket
Click the Add Participants button in the widget(a)
Type
support@example.com
in the participant search fieldSelect
support@example.com
and click ContinueExpected result:
support@example.com
is added to the participants for the ticketActual result:
support@example.com
is not added to the participants for the ticketNotes:
Thank you in advance for your help.
(a) The widget in question:
Data query:
Display this sheet schema:
Display this sheet toolbar:
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