Model Manager 20.1 - Reset User Password and New User Account Email Not Being Sent to Clients

[JS_13113693]

Password Reset and New User Account Emails are not being sent to the users from the server. The "Send Test E-mail" button on the Enter E-mail Configuration window successfully sends emails to specified users but when resetting passwords and adding new users no emails are sent to users stored emails.
The XML file has all the correct lines referenced in CASE: CS69595.

[Catalina]

Hi @JS_13113693 

Thank you for your question. 

Your post appears well documented but has not yet received any response. I am replying to raise awareness. Hopefully, another community member will be able to help.
 

Also, feel free to add any additional information you think might be relevant. It sometimes helps to have screenshots to better understand what you are trying to do.

Best regards,

[kurt65 · Accepted solution]

Hi,

The issue you're experiencing is a known limitation in Model Manager.

Password reset and new user account emails are currently not sent automatically, even though the "Send Test E-mail" function works correctly. This behavior (bug) is documented in PTC Support article CS360475.

Workaround:
Use the Model Manager Classic Client directly on the server to manually reset the user's password.

Example path:
C:\PTC\Creo_Elements\Direct_Manager_Server_20.7\clntwin\workmgr.exe

Steps:

1. Launch the Classic Client
2. Go to Admin > Users
3. Double-click the affected user
4. Manually change the password

[JS_13113693]

Thanks, kurt65.  Solution worked.