Default SLA workflow not firing

juan casas
Mega Expert

‎07-30-2022 02:49 PM

Hello,

I made an SLA in SLA definition with the default SLA workflow
- the table extends the task table

find_real_file.png

When I create a record in table X with 'assigned to=me', I can see the SLA is working because in the related list, the business elapses percentage is moving forward.

find_real_file.png

 

I can see that the workflow works because when I open the task SLA and click 'show workflow', a new window comes up and all the activities/boxes are blue

 

If I check the event queue, I can see the parameters being passed as sys id, which should work

If I check the emails, I don't see anything there. 

note: my account does have an email associated

 

why are emails not firing!

 

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asifnoor
Kilo Patron

‎07-30-2022 03:24 PM

Hi,

As i understnad your notification is fired based on the event. If emails are not coming, then there could be multiple reasons. Here are few which you can use to start debugging.

  1. Check if your recipient is active, not locked and have the notifications enabled.
  2. Check if your event is processed or not
  3. Go to system logs and search by the notification name once and see if your notification is fired or not. Here you can see sometimes an error if the mail is not sent
  4. If your notification contains mail script, try to remove and put some static content and check.
  5. Also check if the email outgoing is enabled in your instance.
  6. Also check if emails are coming into outbox/received/skipped.

Mark the comment as a correct answer and also helpful if this has helped to solve the problem.

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