notification type goes send ignored

[divya81]

Hi Experts,

When an ITIL user closes an Incident Task by providing the comments and updating the status as closed and click update at the same time. The end user is not getting comments notifications. The email was generated when I saw it in the email logs but the status was marked Send-Ignore, the end user did get a notification for the Incident closure. But the ITIL user got the notification for the comments added.

please find attachment

what may be the reason?

regards

Divya

[Subhajit1]

Hi Divya,

Kindly check if the End User have turned off the particular Notification that is turning to Send-Ignored in his/her Notification Preferences. If this happening for some specific users, then this is the Issue, if for all Users then there might be some issues with the Notification Setup, probably these 2 notifications are being triggered simultaneously and they have the same Order number.

Thanks,

Subhajit

[HarshTimes · Accepted solution]

Hi Divya

This may because at the same time two different notification are generating form incident table for the same user.In the notification there is   aa field weight.The notification with higher weight takes precedence and get executed and the other notification get ignored.

If you set the weight to 0 for both the notification you will get both email

[sr_surendra]

Hello Harsh,

I have 2 similar notifications with weight 50 & 60 . Both of these notifications are triggering.

What could possibly the reason? 

FYI Execution order is mentioned 100 for notification with weight 60 while none for notification with weight. Otherwise notifications are almost similar.

Thanks,

Surendra

[harikrish_v]

HI Divya,

Open this email log and check the field Error String. If its not there in the form layout, add it. You can identify why the email got ignored.

Thanks & Regards,

Hari