Email Notification not triggering or appearing in Emails Logs

efernandes · ‎09-28-2020

Hello,

Email notifications were working fine on a development instance.

However, no notifications (near zero) have been generated since almost three weeks ago. Only four notifications were generated for a Case ticket when additional information was needed (all on the same day 9/25/20).

I have tried triggering notifications from various tables with no luck.

I have only touched two notifications on the instance that were firing perfectly fine almost 1 month ago. I did not touch any of the email properties on the instance, nor have I touched any of the SMTP scheduled jobs.

I have also checked that the notifications I tried to trigger were active and they are.

Any guidance or tips would be greatly appreciated!

asifnoor · ‎09-28-2020

Check active transactions and check if any scheduled job which is used to trigger notifications got stuck with some error?

Also, may be you can post the question under Instance help so that they can access your instance and check it.

View solution in original post

asifnoor · ‎09-28-2020

Hi,

Go to Email diagnostics and check if the email sending is enabled and working or not?

efernandes · ‎09-28-2020

Email sending is operational and enabled. The SMTP Sender State is ready.

asifnoor · ‎09-28-2020

Okay, that ensures that there is no issue with your SMTP server.

Now update any record and then go to system logs and check if the notification is triggered or not.

In the system logs, you shall see an entry with the name of that notification. Could you check once.

efernandes · ‎09-28-2020

I have just tested by creating/updating multiple records and viewing All Logs in between each attempt. I made sure to test on different tables (Incident, Case, Problem) as well.

I didn't see any logs being generated by any of the various notifications sadly.