Email notifications for particular types of incident

[Warren Pilkingt]

I am looking at implementing a email notification rule, so that when an incident is raised via a self-service form (effectively a record producer to produce an incident) with a particular category, subcategory and incident type, it sends an email to a group of users to inform them that the incident has been raised.

However, despite creating the group, creating the notification and adding an appropriate rule so that:

• The incident has been inserted
• Active = True
• Category is correct category
• Subcategory is correct subcategory
• Contact type is correct contact type
• Group is emailed suitable email if successful

Preview mode shows the email and the correct recipients, and the weight is set to 0 so should always send provided conditions are met.   However, when the incident is raised, only the person raising it receives the standard incident email (this is a standard notification) and no other ones go out.

Is this because there's two notification rules present for when a record is inserted (or triggers, as per the set up email notification document at Create an email notification ) despite the conditions being different, or is this because on inserting a record, despite the fields being populated once the record producer script has run to create the incident, it can't see the criteria correctly and never sends?

[Chuck Tomasi]

Hi Warren,

Have you checked the email and event logs to see if there is any sign of trouble there?

Is the notification generated and perhaps sitting in the Outbox or Junk or somewhere else?

[Warren Pilkingt]

Good afternoon Chuck,

The System Logs > Emails log only shows the email going out to the person who raised the incident (as it would normally do for any incident raised).   There is nothing else in that log around that time.

In System Logs > Events, the notification_engine.process runs once at that time, so looks like the event isn't being fired.

These are the conditions for the notification:

weight is 0 so should always fire, and the category and subcategory are added by the record producer.   Are the conditions too restrictive?

[Chuck Tomasi]

If you suspect the conditions are the issue, I would try simplifying first and see if the notification gets sent, then build back up to the point where you encounter issues.

It's still odd that it works from a new record created from the standard form, but the record producer.

[Warren Pilkingt]

Chuck,

Allow me to clarify this one which may help:

• The record producer is a web form, and creates an incident.   The incident created has categories and subcategories added at that time (as part of the producer script)
• When submitted, the standard incident email notification is sent to the customer (good)
• The email notification to a group of users isn't sent to the group (the one with the conditions in)
• The standard incident email notification has a condition just for incident added and active = true

Is it because two notifications are attempted to be sent at the same time (despite the fact both are weighted 0 and so should be sent?)

I'll relax the condition for the email notification to a group of users a little at a time and see what works.