Troubleshooting Notification Problems

If a user claims they are not getting notifications when they expect them, use the checklist below to investigate common issues:

1. Check to see if nVIRO has a record of the notification - Use the Admin menu’s User Notifications screen to search for the missing notification. If you can find it, then the issue is with delivery of the email, not the creation of it. If the notification is found, focus on the the next two items below.
   Note that notifications are purged based on retention settings defined in the notification’s template, so not finding a notification could be due to it having been purged based on retention rules.

2. Check the user’s notification preferences - Check that the user’s account is set to receive emails. This is the Notification Delivery Preference that is available on the User Profile screen or on the Administrative Edit User screen.

3. Verify that the recipient’s email address is valid - ensure that the user’s email address is valid and correct. If the recipient is an nVIRO user account (not a contact) this can be done from the Admin Edit User screen. If it is a contact, check the contact record for the specific context in which the notification relates.

4. If in a test environment, verify that the user’s email address has been whitelisted - to avoid erroneous emails from being sent from non-production environments, there is a whitelist that indicates which account addresses will receive notifications. If the user’s email address has not been whitelisted, they will not get notifications.

5. Verify that the recipient is configured to receive that notification - Most notifications are triggered based on rules in a system action. Locate the system action that is responsible for sending the notification that is missing, and verify that the recipient meets the qualifications for receiving that notification. For example, if the system action is configured for a different program area, permit type, or set or recipients than what is configured, the email will not get sent to that individual.

If you’re still having problems

After all items above have been verified, then system debugging will need to be performed. Create a Jira ticket and record the following essential information:

• Environment URL

• Recipient UserID or UserName if the recipient is a user. If the recipient is a contact, provide the contact email address.

• Link to specific record you expected to trigger the notification. For example, if the notification was for a permit status change, provide a link to the permit detail record that triggered the status change.

• Name or link to the notification template or system action you expected to be sent. If that cannot be found, describe the specific event you expected to trigger the notification.

• The Precise date/time when you expected the notification to be sent.

Note that timely reporting of issues is required since notifications are purged after a set retention period.