Email logs are not showing for admin

KS86
Tera Contributor

3 weeks ago

Hi All,

I’m facing a few issues with the Email Logs in my project instance:

  1. I have the admin role, but I’m still unable to see all email records. As shown in the screenshots, the list is configured to display 50 records per page, but I can see only one or two emails.

  2. The visible email records also seem to change unexpectedly. For example, I created an Incident and the OOB Incident creation notification was triggered. Initially, I could see the corresponding email record, but after about five minutes, it was no longer visible.

    After assigning the Incident to a group and adding work notes, I can see the emails generated for those actions, but I can no longer see the email generated when the Incident was created.

  3. The total email count is also inconsistent across pages. On the first page, it shows 50 of 52, while on the next page it shows 100 of 592. Please refer to the attached screenshots.

Could you please help me understand what might be causing this behavior and how I can troubleshoot it?

Thanks!

Notifications Issue 1.pngNotifications Issue 2.pngNotification issue 3.png

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5 REPLIES 5

Hemanth M
Tera Sage

3 weeks ago

Hi @KS86 ,

 

Were you able to see all the emails before? i would check these
1. Please check the ACLs on  sys_email table, use Access Analyzer for easy troubleshooting 

2. Please check before query business rule on this table as well

 

 

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KS86
Tera Contributor
In response to Hemanth M

3 weeks ago

I have checked acls, 2 read acls are present on sys_email. Those are OOB and admin overrides is checked.

No query BRs present.

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Tanushree Maiti
Tera Patron

3 weeks ago

Hi @KS86 

 

Could you please use the Access Analyzer to review the READ ACLs and associated ACL roles for the sys_email and syslog_email tables, and confirm whether the Admin role has read access to both tables?

 

Additionally, please check whether there are any custom Before Query Business Rules configured on either table (mentioned above) that might be filtering out records based on specific criteria in your instance.

 

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KS86
Tera Contributor
In response to Tanushree Maiti

3 weeks ago

I have checked acls, 2 read acls are present on sys_email. Those are OOB and admin overrides is checked.

No query BRs present.

On syslog_email table I can see the emails which are triggering. 

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