"All agents" not being notified anymore

HelpDesk
1

Hello there,

ever since I downgraded one agent to end-user as he’s left the company, my “all agents” group doesn’t receive mails regarded for them via trigger.

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image1450×2074 214 KB

We didn’t change any of the settings. However, one user was added (via my power automate flow) and made agent. I did reverse that by now, but didn’t seem to be the issue.

30.3.2026, 09:26:03 started on ticket #TicketID=IT 1090

Correlation id: e4ea812a-7c25-442a-a0a4-8535cf62e224

Resolved condition values: {
"Ticket.AssignedTo.ID": null
}

Condition result: true

Actions runs:
Action #1 "Send email" succeeded
Outcome: Sent email to

26.3.2026, 13:30:42 started on ticket #TicketID=IT 1089

Correlation id: dcadf0d5-fc7b-4a74-9abe-079d67e0bbb6

Resolved condition values: {
"Ticket.AssignedTo.ID": null
}

Condition result: true

Actions runs:
Action #1 "Send email" succeeded
Outcome: Sent email to *xxx, xxx, xxx, xxx (last succesful output)
*
Thanks for any advice.

1 Like
2

We are experiencing the same problem. Have also raised a ticket on the topic. Our problem started in the afternoon of 27. 3..

3

27th seems valid as our last successful run was on the 26th.

4

I saw that we were missing an update containing changes with “trigger tokens”. But that didn’t do the trick.

5

Hello!

I am sorry for the troubles you encountered. There was a server-side issue with processing an ‘All agents’ token. We released a fix and now it should work. Please check and confirm.

1 Like
6

For us it now seems to be working, thank you!

7

Seems to be working for us, too.