Email notification not getting triggered for certain fields

[Ashik Suresh1]

Hi All,

My requirement is as follows :

When the Incident state is 'Closed' and 'Active' is false, any user updating the additional comments should receive the Email Notification stating 'Incident is already Closed'. 

( Updating Additional Comments after Incident is Closed : In the  Native view, it is only possible for admin users. But the additional comments get updated when any user replies to the Email sent regarding same Incident ) 

I had added fields like 'Caller', 'Updated by' in the 'Users/Groups in Fields' field in 'Who will Recieve' field. The Email notification is triggering. But only to selected fields in the 'Users/Groups in Fields' field.

For Example,

The email notification triggers to the 'Caller' field. But not to the 'Updated by' field. For the fulfilment of the request, it need to be triggered to 'Updated by' field. But it is not triggering. Why it is not triggering to certain fields and not to some other fields ?

Do we need to do any other modifications on this ?

Is there any other alternate ways to Implement this requirement.

[Paul Curwen]

Probably you do not have Send To Event Creator in the notification ticked. A common oversight. Try that.

If this helps please mark as Helpful/Correct

[Paul Curwen]

Apologies just noticed your image, you already have Send to Event creator ticked. The reason Updated By does not work the way you expect is that I believe the field is the issue because the Updated Byfield is not an actual reference to the Users record on the sys_user table, but a simple string. You will need to trigger a notification using an event and send through the users sys_id in parm1 or parm2

[Sebas Di Loreto · Accepted solution]

@Ashik Suresh1 

In your image you put X on assigned_to and updated_by.

The reasons why they are not getting emails are very different.

Assigned_to is a reference field and should work as good as the Caller field. Troubleshooting notifications can be very tricky. I suggest you to press "preview notification" and hover on top of the crossed out names  to understand why the assigned_to is not receiving the email. 

Update_by is not a reference field (string field with the username) so it won't work. A solution for this could be to create an "email script" with the sole purpose to add the updated_by.email to the notification. You would do this by gliding the sys_user table and looking for the update_by glide record. Then you use the command: email.addAddress("cc", update_by_email);

Check this community article.

[Sebas Di Loreto]

@Ashik Suresh1 

Is your issue resolved?