I am hoping someone here can help as this is a somewhat urgent issue.
We went live with SD 7.5 last week. We built a custom workflow that sends our technicians an email when a ticket gets assigned to one of their queues. I have been getting complaints that our technicians were not getting some of their email notifications. My first thought was to look at the workflow. I found no problems there (neither did the consultant that helped us build it).
During our testing, we checked the tickets and saw that the ruleset OnTicketAssigned (which calls our workflow) had fired and operated successfully. However, when we checked the logging, the rulset never actually fired. I haven't been able to find a pattern, but it seems to randomly fire or not.
Has anyone seen this before?