EEX 9.2: The NEM_MAIN PSJob Is Not Having Workflow Send Email Notifications for Escalations or Approval Activity to Affected Users if Notification Strategy Is Offline Processing (Doc ID 2860659.1)

Last updated on APRIL 05, 2022

Applies to:

Symptoms

After a PeopleTools systems upgrade to Release 8.58.15, it has been detected that Workflow is no longer sending Email Notifications for Approval Activities, or Escalations, on submitted Expense Reports if the Notification Strategy is defined as 'Offline Processing' at the Transaction Registry level for Process Definition ERApproval.

The Workflow properly routes the Expense Report to the proper Users for approval, and the completion of the EOAW_NEM PSJob ensures that the unacted Expense Reports get re-assigned to the new HR Supervisors as part of the Escalations functionality. However, no Email Notifications are being received by any involved Users anymore.

REPLICATION STEPS:

    1.- Ensure that the Transaction Registry for Process ID ERApproval is having the 'Notification Strategy = Offline Processing'
    2.- Enable Escalations after 1 hour of submission if an Expense Report is not being acted by the current Approver, so it gets re-assigned to the HR Supervisor of the Approver
    3.- Ensure that the affected FSCM system is patched with PeopleTools 8.58.15 Version or higher
    4.- At the PeopleTools Profile level, configure valid Email Addresses to all Users involved in the test (User IDs EXA1, EXS1, and MGR1), and enable them for Worklist and Emails
    5.- At the Transaction Configuration for Process Definition ERApproval, ensure Events 'On Reassign' and 'Route for Approval' are properly defined with the needed Notification Options and Template
    6.- At the Notification Administration set up level, ensure that Email Notifications are active for the Notification Name being used for the test (Example: FEX)
    7.- Configure the Schedule JobSet Definition for NEM_MAIN, and activate the Events of ESCALATIONS and APPROVALACTIVITYEMAIL
    8.- Log into the FSCM Online Application as User ID EXA1 (Expenses Employee)
    9.- Create a new Expense Report, and submit it for approval
    10.- Log into the FSCM Online Application as User ID VP1 (System Administrator)
    11.- Manually launch the JobSet Definition NEM_MAIN, and ensure EOAW_NEM and EOAW_NEM_PRC complete successfully
    12.- Log into the FSCM Online Application as User ID EXS1 (Expenses Approver)
    13.- Go to Fluid Approvals, and confirm that the Expense Report is listed, but do not act on it
    14.- ISSUE #1: Check the Email Client of User ID EXS1, and confirm that no Email Notification has been received from workflow regarding Approval Activity
    15.- Wait at least 1 full hour before proceeding to the next step in the list, to allow enough time to ensure escalations are being triggered
    16.- Log into the FSCM Online Application as User ID VP1 (System Administrator)
    17.- Manually launch the JobSet Definition NEM_MAIN, and ensure EOAW_NEM and EOAW_NEM_PRC complete successfully
    18.- Log into the FSCM Online Application as User ID EXS1 (Expenses Approver)
    19.- Go to Fluid Approvals, and confirm that the Expense Report is no longer listed
    20.- Log into the FSCM Online Application as User ID MGR1 (HR Supervisor of Expenses Approver)
    21.- Go to Fluid Approvals, and confirm that the Expense Report is listed, but do not act on it
    22.- ISSUE #2: Check the Email Client of User ID MGR1, and confirm that no Email Notification has been received from workflow regarding Escalations Activity

To gather more information concerning this scenario and its related problem, refer to the available Replication Steps PDF Document here linked containing the complete configuration and the replication steps necessary to reproduce the issue.

If no Email Notifications are being received by the Approver Users, there will be no indication that Expense Report transactions have been submitted, or escalated, and are awaiting review/approval. Users will not get a heads up on new transactions pending, and this can potentially delay approvals altogether.

The EOAW_NEM PSJob should be able to submit Email Notifications to all involved Expenses Users (Approvers, Employees, etc...) for whatever transaction has been submitted, escalated, and approved, just as before the PeopleTools systems upgrade when using Offline Processing as the Notification Strategy.

Changes

Cause

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