Custom email notification is not sending to assigned user

[SoumiyaT]

Custom email notification is not sending to assigned user
Body
Hi everyone,
I am trying to set up a custom email notification that triggers when a new critical incident is created.
Expected behavior: The user listed in the "Assigned to" field should receive an automated email.
Actual behavior: The incident is created, but no email is sent out. The outbound email logs show no record of the message.
I have already verified that the notification is active and that the user has a valid email address configured.
Any advice on what to check next would be highly appreciated! Thanks.

[mugi-san]

Hello, @SoumiyaT .

There are various potential factors, but I'll share one case that I personally found relatively difficult to discover. Please check the contents of the cmn_notif_device table to verify that the notification device/destination information linked to the configured user is set up correctly.

regards,

[RaghavendraGund]

Hello @SoumiyaT 

You need to make sure 2 things
1) Open the Sys_user profile of that assigned to user and make sure the Notification is set to enable(Refer Screenshot 1)
2) open cmn_notif_device table and make sure a record with Active check box linked to the User(Assgned_to) exists. (Please refer screenshot2)

Please mark "Helpful" and "Accept Solution" if my reply helped you

Regards
Raghavendra G

[drbob]

Can you clarify - is it a particular user that doesn't get the email or any user that happens to become the assigned user ? I.e. Are we trying to find a user or trigger issue ?

If it's user specific then check what others already suggested.

If it is independent of the user...

Are you using an event ?
If so did you register it ? Are you passing the correct details in its parameters ? Can you see it in the event log even if not the email tables ? Are you the user - did you select the box to include the event creator ?

If not, how are you doing it (business rule ?) ? Can you add logging to the method to see if it fires and what it sends ?

[yashkamde]

Hello @SoumiyaT ,

For triggering notification you are using Flow or Business rule :

If using flow the steps should be like :

Also try debugging step by step where it is stuck or send screenshot..

If my response helped mark as helpful and accept the solution.