There can be many causes as to why a Trigger has not been received by a User.
- Why am I not receiving Trigger email notifications?
- Why am I receiving unexpected Trigger email notifications?
- What can we do to reduce the risk of Notifications or Triggers going missing?
Why am I not receiving Trigger email notifications?
First: Verify that the Trigger has fired
This can be done through the Audit Trail, which can be accessed in the Site Admin Section of the Browser GoTo Menu. Select 'Triggers' from the available services, and set a date range to limit the results if appropriate.
Note: If there are a large number of Triggers, you can use 'Ctrl + F' to open your Browser Search bar which you can use to find specific text on the current web page.
If you cannot see that the Trigger has fired, check the firing dates to see when it is scheduled to Fire. If this is a Bulk Trigger, you can see the firing dates for individual items via the Triggers tab when viewing the Item in Classic or via the item notebook in Browser.
Note: If the Trigger is set to fire when the Status changes, there will be no firing Dates Shown.
If the Trigger has not fired successfully, confirm that the item met the trigger conditions (status change, due date approaching, etc). If the item met the conditions, check the recipients have been correctly set. This can be checked from an individual item notebook in Browser by clicking on the trigger name. Click view recipients to see a current list of the recipients for the item.
If all of these are correct and valid, and the Trigger has not fired by the following morning, raise a ticket with the support team.
If the Trigger has fired successfully, then move onto the next troubleshooting step.
Check the Trigger Recipients
It may be the case that the Trigger has fired, but the User was not identified as a recipient. You can check the Triggers set-up by selecting the Trigger in the item Notebook. From here you can confirm that the User was definitely in an Ownership corresponding to the Recipient set-up.
If the User is not in the correct ownership level, or the Trigger is expected to fire to another ownership level amend the Trigger recipients or the Ownership of the item.
If the ownerships and recipients are correct, move onto the next stage of troubleshooting.
Check the Notification Method
It is a possibility that Email has not been selected as a Notification Method in the Trigger set-up. You can check the Triggers set-up in the Trigger tab of an item in Classic. From here you can confirm that ‘via Email’ is enabled.
Is the item included in the Bulk Trigger?
For Bulk Triggers that are not set to fire for All Actions, PIs, etc. check that the Item is included in the selection. Items created after the Trigger was set up will need to be added to the Trigger manually.
Note: All items will be listed on this Screen, but if you have a large number it Items you can open the Add/Remove and use the search bar to search for a particular Item(s).
If the item is included in the Trigger list move onto the next troubleshooting step.
Check User Email Addresses
It is a good idea to make sure that the User has an email address associated with their Pentana Risk User and that it is correct. Their Email Address can be viewed via their User Notebook.
If the email address is valid, move to the next step of the troubleshooting.
Check all Email folders and filters
Be sure to double check Junk and Spam folders, as emails can sometimes be marked as junk/spam by email firewalls. Ensure that the 'firstname.lastname@example.org' email address is whitelisted in your email filtering system, and that no rules have been set up to automatically move or delete emails coming from this address.
Why am I receiving unexpected Trigger email notifications?
Check the Trigger Set-Up
A User may be receiving incorrect Trigger emails due to the way the Trigger has been set-up. Navigate to the item Notebook, and enter the Triggers tab. It may be the case that the User has been added as an ‘Other Recipient’ or they have inherited Ownership of the Item through a Role.
What can we do to reduce the risk of Notifications or Triggers going missing?
Sometimes email is recognized as spam/junk by firewalls, and will not be received by Users. In order to prevent this from happening, your IT Department can whitelist our Domain: *.pentanarpm.com
Ensure that you are regularly auditing Trigger configuration to ensure that triggers are appropriately applied to new items and the correct recipients as workflows change.