SLA notifications not visible in activity log

[Jens Mogensen]

Hi everyone

I recently noticed that our SLA reminder mails (notification triggered by events in workflow) are not shown in the activity log on the Incidents even though they are sent/received. All other notifications related to the Incidents and requests are shown there.

So I looked in the Email logs and here is the problem. The target of the notification is not the Incident number but instead the SLA definition as you can see here:

I have three different notifications (SLA 50% left, SLA 25% left, SLA Breach). They are set up identically:

So I assume my issue is caused by the notification being set to the Task SLA table. I therefore tried experimenting by setting it to the incident table instead like this:

Now, it still did not work, but now the mail isn't even sent. Which actually could mean that it would have been visible in the activity log if the mail was sent.

The trigger for my notification is the firing of an event which I can see in the workflow IS fired so that's not the issue. My "who will receive" looks like this on prod where mail is sent but not logged in activity monitor (this is with task table).

And like this on test where I changed the "Users/Groups in fields" as I do not have the same options on this table. I've also tried selecting "Assigned to" as the recipient to rule out any issue there but still no mail was sent.

What am I missing? First of all, is setting the notification to the Incident table the right way of getting the SLA notification mails into the activity log? And if so, why does the changes above result in no mail being sent?

Thanks for any help/suggestions.

[Ajaykumar1]

Hi Jens,

If you are triggering the notifications from an event in workflow, please cross-check if the event is registered on the task_sla table(Event Registry -> Your event name). Also, check if the notification is on the same table i.e. [task_sla].

You can also check if the user you are trying to send email notification has valid email address or email receiving is enabled for him. 

Regards,
Ajay

[Jens Mogensen]

Hello Ajay

Before making any changes to fix this: Yes, the event in the workflow is on the same table as the notification, task_sla. I will try changing both to Incident table to see if it changes anything.

Yes, no trouble with the user's mail. I'm the user 🙂

[Jens Mogensen]

Sadly no difference with both notification and matching event being on the incident table. The notification still is not visible in the activity logand it is not sent as an email. The two unaltered notifications which are on SLA table send their mails as they should but are also not visible in the activity log.

Do no one else have this issue or is it just that you have not had any requests for SLA reminders being visible in the log?