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Single User Not Receiving Task Notification Email

Forum|Forum|2 years ago
April 16, 2024
7 replies
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A single user is not receiving notification emails for new tasks assigned to them. It is not in their spam. They do receive emails from the Send E-Mail Smart Service though.

This has been tested against multiple other users with the same email notification settings group assignments and all of them received the task emails.

Outbound emails is also enabled in the Appian console.

Is there logs tracking the outbound emails? I couldn't find it in the Appian Docs - System Logs page.

Best answer by christopherc4238

So we tested swapping emails around between accounts and new users on just a new dummy process with a single user input task. It was only that user's account not receiving task notifications. The solution ended up being just turning the user's email notification settings off and then back on with the exact same settings. Can't help but laugh I forgot to do that first. Generic Troubleshooting 101.

shubhama926776

Brainy

1) Validate email notification setting for the user.

2) Appian tracks outbound emails in application-server.log and mail-listener.log (under <APPIAN_HOME>/logs) - These logs won't show detailed success messages, but might reveal errors that prevent the user from receiving emails.
https://docs.appian.com/suite/help/24.1/Logging.html#received-emails

शुभम्

C

christopherc4238Author

1 has already been validated.

I will look into 2, thank you.

C

christopherc4238Author

Those logs did not contain any information on the outbound task notification emails that are sent to the user.

mikes0011

Brainy

To troubleshoot, create a new dummy user account (but with the actual email address of the user in question) and assign that new account a task, and see if the email comes through.

The Expression Guru

C

christopherc4238AuthorAnswer

So we tested swapping emails around between accounts and new users on just a new dummy process with a single user input task. It was only that user's account not receiving task notifications. The solution ended up being just turning the user's email notification settings off and then back on with the exact same settings. Can't help but laugh I forgot to do that first. Generic Troubleshooting 101.

shubhama926776

Brainy

[mention:ed5063422094495bb14b0bcb99d2671c:e9ed411860ed4f2ba0265705b8793d05]
It's good you found the issue! In most cases, the user email notification setting is disabled (likely unchecked manually) within the hidden detailed task settings for new tasks. Interestingly, toggling this setting off and back on again seems to reset it to the default behavior, which selects all notification checkboxes.

शुभम्

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