Email notification not received on Project creation

[Deepu Divakaran]

Hi Experts,

I have a process that sends an email to select end users whenever a project is created.

I had been working fine, but recently one end user reported that she did not receive the email on creating a project.

To troubleshoot i cannot check process logs as they were cleaned up for doing an upgrade. The app and bg ca logs don't have anything dates June 9th and 10th when the project was created. I am thinking of asking SaaS vendor to provide email server logs of whether an email was sent.

Any ideas what other troubleshooting i can do to know why the email was not received?

Below is the email tag i used. The process has sent email successfully since june 10th.

  <gel:email to="[e-mail],[e-mail],[e-mail]" from="[e-mail]" subject="New Project Created in Clarity - ${sqlResult.rows[0].code} - ${sqlResult.rows[0].name}" >
            
            
            </gel:email>

-Deepu.

[Suman Pramanik]

The email might have landed to spam, you can ask your email provider to check as well as SaaS provider and from email logs that information can be retrieved. 

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Thanks & Regards
Suman Pramanik
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[Luis Palacios]

great idea Suman, in parallel, if the email is not in SPAM, depending on what type of SaaS environment you are, your provider might have access to service blacklists in case the email was blocked in any way. In parallel if the issue becomes recurring there is logger configuration available to debug notifications.

[Deepu Divakaran]

Hi Experts,

One update, I asked the problem user to create a test project and to my surprise the process did not trigger. The same day for another user who created a project, the process triggered successfully. One difference I see is that the problem user used a different project template to create the project. So, I created a project myself using the same template; no issue seen, process triggered.

Both users have the 'Process - Autostart All' right assigned. I don't know why the bad user is not able to trigger the process.

So, it does not look like an email server issue. There is something wrong with the user, but I can't understand what though. Any access rights that the bad user is missing?

-Deepu.

[Ashok Kumar Modi]

Hi Deepu,

One query and one suggestion on this:

Query:

Does the process get triggered through the blueprint action or through the Start Condition of the process set in Classic?

Suggestion:

Can you please request the impacted user to try creating a new project again using that same template? I have seen at times that after a process is updated, first attempt to trigger its instance does not work, for some reason. Subsequent attempts work just fine.

Regards

-Ashok