Email (notification) does not get created / sent even though event is fired

[ksweeney]

We are creating a pretty standard notification that is triggered by an event. This event happens to be fired in a request item workflow, and I can verify in the Event Logs that the event IS firing successfully. The email notification that is supposed to send when this event is fired, is not even getting generated in the Email Logs.

In order to troubleshoot this, we have simplified the notification to rule out anything that might be preventing it from sending. Here are the notification details:

Active = true
Table = Requested Item [sc_req_item]
Type = EMAIL

********************
"WHEN TO SEND" section
*********************
Send when: Event is Fired

Event name: sc_req_item.inserted.hiringmanager (this is registered in the event registry)

Conditions: none

**********************
"WHO WILL RECEIVE" section
***********************
Users: User 1 and User 2 and Email Address 3 (we are hard-coding who to send to in order rule out any issues with the notification resolving data from a field or parm1/parm2.)

Send to event creator: true

Subscribable = false


Again, I can see that the event is being fired and written to the EventLog, and the event is in a state of 'processed'.

What else can I look at to figure out why the notification is not sending and creating a row in the email logs?

thanks,
Kari

[ccajohnson]

- Emails will not be triggered if the intended recipient is inactive, or does not have an email address.
- Make sure that the event and the notification are on the same table.
- See what happens when you use a different event on your notification.
- See what happens when you use your custom event on a different notification.

There may be others, but hopefully it is something simple that is overlooked.

[ksweeney]

Thanks for the suggestions Christopher! I think it may have been an issue either with that particular notification or that particular workflow. We created a new workflow and new email notification, and it's working now! I appreciate the suggestions!

-Kari

[antonymirza]

Hi,

I have also come across a similar issue but with incident email notifications.

BR executes => Event executes but Email does not trigger.

But this is happening for a one specific assignment group only.

I have checked and observed the following:
- None of the group member is inactive/lock out
- Assignment group email id also works fine
- Event is available in event logs
- Email notification does not trigger at all

This issue started just two days before, previously same email notification was working good. Checked assignment group history also but again do not find any recent updates over there.
Spent a lot of time troubleshooting but not getting anything meaningful.

Any suggestion/experience you may share will be highly obliged.

[antonymirza · Accepted solution]

Hi,

My email issue is resolved and would like to share the solution with everyone.

This issue was appearing exclusively for one specific group. Off late, after investigation I observed that one of the user profile was configured with the same email id (of group) and the profile was "Locked out".

Since, this user profile was "Inactive" therefore, I just removed the email id in user record and emails started triggering.