Notification Users/Groups field - watch-list email not triggered

Deepa Karthiga · ‎03-29-2018

I have configured a notification in sc_req_item table and added watch_list in 'Users/Groups in fields'. When an record is inserted this notification should be triggered. But this is not working.

It works if I add an extra field like opened_by in 'Users/Groups in fields'.

Please provide the reason for this behavior.

Thanks,

Deepa

dharanikumar · ‎03-29-2018

Are you trying update the RITM from your profile. Please try with any other user so that you will also get the emails.
Example: If you update the additional comments from admin account(which means yours)
it will not trigger email to you. Because you have updated the additional comments. If try with any other user who is having admin role or any user who can update RITM it should work.

-Dharani

View solution in original post

Allen Andreas · ‎03-29-2018

Yea....you should always try and test with another user. Keep that knowledge going forward.

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

dharanikumar · ‎03-29-2018

Hi Deepa,

1. Please check whether we have watchlist users has been and added to the RITM.

2. And the watchlist users should have the valid email address.

3. Update the RITM with opened by/ Requestor user or any user with admin role.

-Dharani

Deepa Karthiga · ‎03-30-2018

Hi All,

I am facing the same problem again today.

The email is not triggered to watch_list. But opened_by gets the email. Any suggestions?

Thanks,

Deepa

dharanikumar · ‎03-30-2018

Hi Deepa,

Please check the updated check box in the email notification and give a try.

-Dharani