Hi @Diogo ,
1. Business Rules or Scripts Blocking Notifications
- A frequent culprit is a business rule or server-side script that sets setWorkflow(false), which prevents notifications from firing—even if conditions are met.
- Fix: Review any custom business rules tied to the affected tables (e.g., Incident, Change Request) and check for setWorkflow(false) or other logic that suppresses events.
2. Notification Conditions Not Matching
- Even if notifications are active, their conditions might not match the actual record changes.
- Fix: Create a test business rule with the same conditions as the notification to verify if they’re being met.
3. Email Properties Misconfigured
- In some cases, email sending is disabled in DEV/TEST environments to prevent accidental emails.
- Fix: Go to System Properties > Email Properties and ensure:
- glide.email.smtp.active is set to true
- glide.email.test.mode is set to false
4. Events Are Firing, But Emails Aren’t Sent
- If the event log shows that events are triggered but no emails are sent, the issue may be with the notification configuration or email setup.
- Fix: Check the Event Log (sysevent table) and Email Log (sys_email table) to trace what’s happening.
5. Notification Not Associated with the Event
- Sometimes, the notification isn’t properly linked to the event or the event name is misspelled.
- Fix: Confirm that the notification is tied to the correct event name and that the event is being triggered.
What You Can Do
- Use REST API Explorer or manual record updates to trigger test notifications.
- Check System Logs > Emails to see if emails are being generated.
- Use System Diagnostics > Notification Diagnostics to test notification delivery.
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Kind Regards,
Pavani P
