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Automatic Notification For Task Manager Not Sending Emails To Technicians (Doc ID 2793073.1)

Last updated on JULY 20, 2021

Applies to:

Oracle Teleservice - Version 12.2.9 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.9 version, Service Request Form

ACTUAL BEHAVIOR
---------------
Email Notification is not sent to a technician whenever a new task assignment is created for him/her inspite of following conditions are fulfilled,
• ‘CSF: Enable Alerts’ is set to ‘Yes’ at Site Level
• The task assignment has an assignee and the status has assigned flag = ‘Y’
• The related task is of a valid type rule that is ‘Dispatch’ and schedulable flag = ‘Y’
• The task has scheduled start and end date time and schedule start date time is greater than current date time.
• Task should having priority equal or higher than ‘CSF: Alerts Task Priority Level’ profile value.

 

EXPECTED BEHAVIOR
-----------------------
Expectation is the outbound email should be sent to Shared Mailbox which is not happening inspite of Workflow agent listener and Workflow Mailer service are UP and RUNNING


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Complete following setup
• ‘CSF: Enable Alerts’ is set to ‘Yes’ at Site Level
• The task assignment has an assignee and the status has assigned flag = ‘Y’
• The related task is of a valid type rule that is ‘Dispatch’ and schedulable flag = ‘Y’
• The task has scheduled start and end date time and schedule start date time is greater than current date time.
• Task should having priority equal or higher than ‘CSF: Alerts Task Priority Level’ profile value.
3. Notification received in worklist but email not received


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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