Service Contracts Approval Notification eMail Are Not Going To External Users eMail Addresses (Doc ID 2009530.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Service Contracts - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On Contracts 12.1.3 version, find that Wrokflow (WF) emails (Not NOTIFICATIONS) for Service Contracts Approval are not going to user.

Actual Behavior
The Workflow Notifications are going to users, but the emails are not.
This issue is only happening for only Service Contracts Workflow. Other modules e.g. Purchasing is OK in this respect.

 
Espected Behavior
Expected email notfications to be sent out to users by the email Server.

Steps to Reproduce the issue
The issue can be reproduced at will with the following steps:

A. Recipient role has the mail preference as “MAILHTML” and having the correct email id. All the email setups are also fine.

B. Contract Flow

1. sent contracts for approval.
2. See that Workflow Notifications are sent but emails themselves are not sent to Users.

In details:  The issue is simple; create a contract and sent to approval  but monitor the  apps.WF_NOTIFICATIONS table entries after each action to see the behavior of the MailStatus column.

 a. Before my submission for approval:
run:
 SELECT notification_id, MESSAGE_TYPE, MESSAGE_NAME, RECIPIENT_ROLE,
 STATUS, ACCESS_KEY, MAIL_STATUS, PRIORITY, begin_date, Due_date,Context,
 original_recipient, from_User, TO_USER, SUBJECT
 FROM apps.WF_NOTIFICATIONS where message_type like 'OKCA%%AP%'
 and SUBJECT like '%&JM-1301-01%JMG%';
 output: 0
 b. submit for approval.  collected for the same query.
After Approval of the contract  check Notification notification for signature and the table to see  the column Mail Status which should have "MAIL"
 3. After Signature of the contract and Notification for signature, check again the mail Status.

Please note that the status will turn to NULL when expired! This is not  the issue. Because the Mail Status is never set to "MAIL" as expected in the  first place.

Business Impact
Due to this issue, users cannot receive emails and have to use workflow notifications only.

Cause

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