Why won't this email notification send?

Garry Knight · ‎10-14-2014

I am trying to get an email notification to send when the assigned to changes, whether that be from blank or from another user. I have set this up and have no idea why it wont send. It is not triggering in any of the logs either.

This is the business rule that should ultimately be sending the email.

The incident assigned to my assignment group fires and sends fine which is very similar so I am stumped really.

Any help/ideas very much appreciated.

Garry Knight · ‎10-15-2014

Had a look and also tried to get the email to send with the following, using record inserted or updated trigger. this also fires but sends email to assigned to user and sends a CC to everyone in my group (only when send to event creator is ticked, if it is not ticked no email is received at all). Still no idea why it is sending a CC to my group. There is no mention of the group anywhere.

Thanks again for looking.

marcguy · ‎10-15-2014

try checking in the advanced view for other fields that might be getting hidden, another place to check is the history to ensure no other field which is now hidden is on display, like parm1 or parm2 contains recipients etc.

Garry Knight · ‎10-15-2014

Have checked and double checked. There is definitely nothing telling this to be sent to the group. Very confused.

ashley_townsen1 · ‎10-16-2014

Hi Garry,

I believe this notification is something that is usually provided as 'base configuration'. Is there something specifically different that you are trying to achieve with the notification? Or do you simply want to email the assigned_to user when that value changes on a record?

You have 2 options, both of which I think you've highlighted above. Either through the incident.assigned event or the conditions: assigned_to changes and assigned_to is not empty. It depends on your instance version as to what would have been there as base configuration, but Eureka uses the latter option. For reference I'll add a screenshot of a notification that works. Perhaps try replicating this and see if that helps.

You should not need to check the Send to event creator, and that might be causing more problems than it solves. The only reason I could see from your original post that the notification might not get sent is because of its weight (50 I believe). If something supersedes that, SN will skip your notification. For testing you could give the notification a weight of 0, or something higher than all other notifications on the incident table.

If you could show a screenshot of the notifications list, filtered to incident table, that might help us deduce the cause.\

Hopefully recreating the below will get a successful notification (remember to change the weight to something that will take precedence).

Garry Knight · ‎10-16-2014

Hi Ashley,

Thank you very much for taking the time to help.

Have copied the settings above with still no luck. Also changed the weight to 0 to take precedence over everything else.

requested screenshot below:

Thanks again