Clarity PPM: Email notifications are not being sent

Products

• Clarity PPM On Premise

Issue/Introduction

Users are not receiving email notifications when timesheets are submitted.

 

Environment

Clarity 16.0.3

Resolution

Without going into details of troubleshooting the custom process, the following query can be used to find out if emails are being created but not being sent out.

If results are shown and validated, this is a mail server issue and not a Clarity issue.

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Sample query to run in Oracle database :

SELECT
 n.created_date,
 n.created_by,
 n.receiver_id,
 n.sender_id,
 csu.user_name,
 csu.first_name,
 csu.last_name,
 n.localized_message
FROM
 CLB_NOTIFICATIONS N,
 CMN_SEC_USERS CSU
WHERE
 1 = 1
 AND CSU.id = N.RECEIVER_ID
 AND n.localized_message LIKE '%timesheet%'
 AND N.CREATED_DATE > sysdate-30
ORDER BY
N.CREATED_DATE DESC

 

Sample query for PostgreSQL :

SELECT
 n.created_date,
 n.created_by,
 n.receiver_id,
 n.sender_id,
 csu.user_name,
 csu.first_name,
 csu.last_name,
 n.localized_message
FROM
 CLB_NOTIFICATIONS N,
 CMN_SEC_USERS CSU
WHERE
 1 = 1
 AND CSU.id = N.RECEIVER_ID
 AND n.localized_message LIKE '%imesheet%'
 AND N.CREATED_DATE > CURRENT_DATE-30
ORDER BY
 N.CREATED_DATE DESC

Additional Information

The query above will help show which notifications has the user received, from whom, and when. If you see the notification under table CLB_NOTIFICATIONS exists, then the next step is to check the email server.

The Microsoft Outlook header is another place to look as far as checking which mail server the Clarity BG is using to forward the notification.