Notification Issue: Inconsistent Triggering on Case Closure

[Mohamed Elsayed]

Hi All,

I have a notification set up to trigger when a case is closed. However, it doesn’t always work as expected, some cases close without triggering the notification, while others do trigger it as intended.

When to Run info:

- Inserted = false

- Updated = true

- State Changes To Closed

- LSM is not true (a checkbox we use to classify some cases required different notifications).

- Account is not XXX (a specific account that require different notifications).

Any thoughts on how can I troubleshoot such an issue?

Regards,

Mo

[JenniferRah]

Maybe change the "Order" field on the notification to be a higher number? Perhaps something is setting the state after the notification has already been checked?

Also, it might be worth looking at HOW your records are being closed. If they are being closed via a script of some sort, make sure it's not suppressing workflows/business rules, which may also suppress the notifications.

[Mark Manders]

Not with this limited information. 

'Not always' means that the notification works and there is something else wrong. What is the difference between when it does and doesn't work? Did you check on the user settings (does the user have email receiving on/is subscribed to the notification)? No emails are generated if they don't need to be send. 

Next to that: is 'send to event creator' true or false? If it is set to false and the caller closes the case himself, no email will be generated, because the event is created by the user.

Troubleshooting yourself means going through all the settings/differences between triggering/not triggering notifications/cases. Getting help here, means we need more information from the entire setup.