000033632 - Some RSA Archer Notifications do not send when Workflow is enabled

Document created by RSA Customer Support Employee on Jul 29, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000033632
Applies ToRSA Product Set: Archer
RSA Version/Condition: 5.x and 6.x
IssueNotifications were working properly for an Application, but suddenly stopped working.
Data Driven Event (DDE) Notifications are not working.
  1. Check to see if Workflow is enabled in the Application or Questionnaire.
    1. If enabled, then all instant/daily/weekly/monthly type notifications have to be configured in the steps / process of Workflow.
    2. Data Driven Event notifications of these types will not send.
  2. The Reminder Notifications will still send based on a Data Driven Event Notification.
  3. The Scheduled Report Distribution Notification will work as well.
NotesAdditional things to check to ensure Notifications send properly:
  1. Does the Application have Notifications option enabled on General tab?
  2. Does the Notification Recipient/User have access to the record?
  3. Does the Notification Recipient/User have a valid default email address in their user account?
  4. Are the SMTP server settings set correctly in the Archer Control Panel (ACP).
  5. From ACP, confirm a test message is sent and received.  Feature available in 5.5 SP4 and higher.
  6. If a Letterhead used in the Notification, try setting to a company letterhead or the like?  
  7. Ensure that the Letterhead template files/images exist and accessible from Manage Letterheads.