Avvi says support is not configured for my organisation
Avvi cannot pass your request on because your organisation has not finished setting that up. Nothing was sent, and the fix is your administrator's.
Asking Avvi to pass something to your IT team can come back saying that notifications are disabled for your organisation, or that support escalation notifications are disabled.
Nothing was sent when that happens. Contacting your IT team the way you normally would is the only way through.
Nothing is wrong with your account, and repeating the request will not help.
Symptom
Avvi declines to pass a request on and gives one of two messages.
“Email notifications disabled for this organization” is the common one. It covers three different settings: no destination address, outbound mail switched off, or notifications turned off for your organisation specifically.
“Support escalation notifications are disabled” is narrower. Mail still works, and this particular kind has been turned off.
Cause
Both are settings on your organisation, not on your account.
Somebody with administrator access has to set a destination address and allow this kind of message to be sent. Until they do, Avvi has nowhere to send it.
Nothing warns your administrator that this is the case, which is why it can stay unset for a long time without anybody noticing.
Fix
- Note which of the two messages Avvi gave. They point at different settings.
- Contact your IT team directly, using email, phone, or whatever route you normally use.
- Tell them the exact message, because it tells them which setting to change.
- Describe what you originally needed, since that request was never delivered.
Avvi will pass requests on normally once the setting is corrected, with no change needed at your end.
If something doesn’t look right
If you get a different message about permission rather than configuration, that is a separate problem about what your account is allowed to do.
If Avvi accepts the request but nothing happens, the request was sent and is waiting to be read. That is not this problem.
If your IT team says it is configured and you still see this, give them the exact wording. The common message covers three different settings, so all three need checking, not only the address.
FAQ
Q: Did my request get sent?
A: No. Nothing was sent.
Q: Can I do anything to fix it myself?
A: No. Every one of these settings is on your organisation and needs administrator access.
Q: Should I keep trying?
A: No. The result will be the same until the setting is changed.