Email Notification not triggering or appearing in Emails Logs

[efernandes]

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]

I hope you are checking system logs (and not email logs)

If you don't see any entry of notification in system logs, then check once if notifications are active or not.

Also, go to event logs and check if the events are shown as processed or in ready state?

[efernandes]

I was checking the System logs to find any mention of any 'Notification-...' with no luck. Most of the notifications do not fire based on an event, but based on certain field conditions being met on that table.

All of those notifications have been verified to be active, and re-verified just now.

[asifnoor · Accepted solution]

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.

[efernandes]

I checked the Active transactions and the event processor was hanging for 22 days for whatever reason. So thank you very much! Killing that transaction caused the notifications to come flooding in to the email log.

Much appreciated!

[asifnoor]

Great, the issue got resolved 🙂