Activity email not received
Answered
- Description of the issue: The user adds an Activity to an event, but the Activity email is not received
- Account name: Swiss Reinsurance Company Ltd.
- Region: EMEA
- Client version: 25.1
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Steps to reproduce:
- From Main Menu go to Users
- Search “Stefan Lorenz”
- Right click → Edit → Edit User
- Change the email address to an address you have access to → Save & Close
- From Main Menu go to Events
- Search Event ID 10106 → Edit
- Go to Activities tab → Add Activity → Add Reminder Activity
- Go to Activity Details tab
- Set Type to “ToDo”
- Set Due Time to one or two minutes in the future
- Set the Recipient to “Lorenz, Stefan (User)” → Save
- Wait a couple of minutes - Observed results vs Expected results: The Activity email is not received.
- What is the job the client is trying to accomplish: The client wants to set activities which should be notified via email
- Business impact if not resolved: Users might lose track on activities
- Links to articles where you've looked for solutions and also other steps you've taken to research the issue: https://supportcenter.ungerboeck.com/hc/en-us/articles/205927528-Add-and-Manage-Activities
- Link to Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/350075
- Local v30 URL: https://supportwebemea.ungerboeck.com/SwissRe_TEST
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Francesco Torchia there are many reasons why an email may not be delivered.
Can you provide a screenshot of the activity email?
Are some activity emails received and not others? Or no activity emails are received? If the former, what are the differences in activity emails that are received, compared to those that are not?
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Seth Halvaksz Sorry, I did not explain myself well.
The activity emails are not sent all. There's no trace of them in the email logs. -
Francesco Torchia - this sounds environmental. Here's what to check next:
- Reach out to Dustin Banks and see if SwissRe is set up for Task Engine > Email Trace. If not, work with him to get this set up. Link to instructions here: https://ungerboeck.atlassian.net/wiki/spaces/CS/pages/765263875/Task+Engine+Setup+Request- If Email Trace is set up, enter a SRE ticket with the time/date the activity should have been sent, along with the recipient's email address. The SRE team can check SendGrid logs to verify it was sent out.
- If the email WAS in fact sent out, then it might be something on SwissRe's side blocking the emails.
Hopefully this helps! I'm leaning pretty heavily toward email trace not being set up. Feel free to reply if this doesn't resolve the issue.
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Hi Sara Noonan and Seth Halvaksz ,
Just wanted to let you know that after SwissRe was set up for Task Engine > Email Trace the Activity emails started to work properly.
Thank you!
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Francesco Torchia I'm so glad to hear that!!
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