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Notification Email on Approval Node does not run

Question asked by Andrea Saldamarco on Jun 20, 2017
Latest reply on Jul 3, 2017 by Andrea Saldamarco

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Dear all,

I have an error on RSA Lifecycle and Governance 7.0.2 about email notification.

On my workflow, the email notification run only if I have a specific email node, highlighted in red in the following picture.

If I want to configure an email notification on Approval node (highlighted in yellow), the email process does not starts.

I have configured all the mandatory fields of the Approval Node (highlighted in yellow, Approval – Global WMR) as shown in the following picture. The configuration appears correct, I have copied it from other default Approvals node.

Just for troubleshooting, after running of previous node, in the Email Log (Admin/Email/Log) the Approval Request Email do not exist, as if the email sending process has not been triggered.

Thanks for your collaboration and support

Regards,

Andrea Saldamarco

1 person has this question

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Boris Lekumovich

Jun 21, 2017 11:41 PM

Is the Enabled checkbox checked?

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Andrea Saldamarco @ Boris Lekumovich on Jun 22, 2017 4:24 AM

Yes, the Enabled checkbox is checked.

I followed also the instraction of other similiar discussion but the email notificaion for Activity or Approval Node does not run.

On the Approval Workflow's Process Properties, under the "Process" section, make sure either no boxes are checked or the right boxes are checked for the type of changes the workflow is being used for.
On the Approval node's Activity Node Properties' Email section, click each of the message types and make sure there is some content in the body of the message. Add text to any that are currently empty. If there is already some text in the body, make a minor change to it, save it, and test again.
Make sure the rest of the config is correct in Activity Node Properties (Send Email is ticked in Email section, make sure correct Resources are specified, From/to email addresses are correct, etc ).
After testing, if the email is still not received, check the Email Log for the request (under Requests > Requests > [select the request] > Email Log). Clear the default Search criteria if it is not showing the request. Set Grouping drop down box to "Processing Result" and look under Email Not Sent and Email Sent to see the results.

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Justin Haines @ Andrea Saldamarco on Jun 22, 2017 1:45 PM

On some earlier 7.0.1 versions I found that I had to recreate the workflows as there was some issue with the migration. Also make sure that there is content in each of the email "templates" displayed and that any changes that you make to them are being saved.

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Andrea Saldamarco @ Justin Haines on Jun 23, 2017 4:32 AM

The entire workflow was not imprted from previous version of 7.0.2, but directly crated on this version.

I saw that the reminder email related to the Activity Node (highlighted in yellow) today runs, but the email notification does not run.

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Justin Haines Jun 23, 2017 4:09 PM

Hi Andrea--

Can you make sure that the user(s) assigned as the Approver(s) have a valid email address in the OOTB Email Address field?

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Andrea Saldamarco @ Justin Haines on Jun 26, 2017 6:32 AM

yes the email adress is valid.

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Armel Lupapi @ Andrea Saldamarco on Jun 28, 2017 11:26 AM

To add my two cents on this, please check in the Email Logs if the email was indeed created or not.

Also, are the other email being sent properly (reviews, approval tasks...), or you only have this issue on a specific workflow?

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Andrea Saldamarco @ Armel Lupapi on Jul 3, 2017 5:14 AM

I have this issue only on a specific workflow, however I contacted RSA Support and they informed me that it is a known issue in v7.0.2.

The issue has already been raised with engineering and has now been resolved with a fix planned for v7.0.2 Patch 2 - Patch 2 is not yet released.

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7 Replies

Boris Lekumovich Jun 21, 2017 11:41 PM
Mark Correct
Correct Answer
Is the Enabled checkbox checked?
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- Andrea Saldamarco @ Boris Lekumovich on Jun 22, 2017 4:24 AM
  Mark Correct
  Correct Answer
  Yes, the Enabled checkbox is checked.
  I followed also the instraction of other similiar discussion but the email notificaion for Activity or Approval Node does not run.
  
  On the Approval Workflow's Process Properties, under the "Process" section, make sure either no boxes are checked or the right boxes are checked for the type of changes the workflow is being used for.
  On the Approval node's Activity Node Properties' Email section, click each of the message types and make sure there is some content in the body of the message. Add text to any that are currently empty. If there is already some text in the body, make a minor change to it, save it, and test again.
  Make sure the rest of the config is correct in Activity Node Properties (Send Email is ticked in Email section, make sure correct Resources are specified, From/to email addresses are correct, etc ).
  After testing, if the email is still not received, check the Email Log for the request (under Requests > Requests > [select the request] > Email Log). Clear the default Search criteria if it is not showing the request. Set Grouping drop down box to "Processing Result" and look under Email Not Sent and Email Sent to see the results.
  Like • Show 0 Likes0
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  - Justin Haines @ Andrea Saldamarco on Jun 22, 2017 1:45 PM
    Mark Correct
    Correct Answer
    On some earlier 7.0.1 versions I found that I had to recreate the workflows as there was some issue with the migration. Also make sure that there is content in each of the email "templates" displayed and that any changes that you make to them are being saved.
    Like • Show 0 Likes0
    Actions
    - Andrea Saldamarco @ Justin Haines on Jun 23, 2017 4:32 AM
      Mark Correct
      Correct Answer
      The entire workflow was not imprted from previous version of 7.0.2, but directly crated on this version.
      I saw that the reminder email related to the Activity Node (highlighted in yellow) today runs, but the email notification does not run.
      Like • Show 0 Likes0
      Actions
Justin Haines Jun 23, 2017 4:09 PM
Mark Correct
Correct Answer
Hi Andrea--

Can you make sure that the user(s) assigned as the Approver(s) have a valid email address in the OOTB Email Address field?
Like • Show 0 Likes0
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- Andrea Saldamarco @ Justin Haines on Jun 26, 2017 6:32 AM
  Mark Correct
  Correct Answer
  yes the email adress is valid.
  Like • Show 0 Likes0
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  - Armel Lupapi @ Andrea Saldamarco on Jun 28, 2017 11:26 AM
    Mark Correct
    Correct Answer
    To add my two cents on this, please check in the Email Logs if the email was indeed created or not.
    
    Also, are the other email being sent properly (reviews, approval tasks...), or you only have this issue on a specific workflow?
    Like • Show 0 Likes0
    Actions
    - Andrea Saldamarco @ Armel Lupapi on Jul 3, 2017 5:14 AM
      Mark Correct
      Correct Answer
      I have this issue only on a specific workflow, however I contacted RSA Support and they informed me that it is a known issue in v7.0.2.
      The issue has already been raised with engineering and has now been resolved with a fix planned for v7.0.2 Patch 2 - Patch 2 is not yet released.
      Like • Show 1 Like1
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Notification Email on Approval Node does not run

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