Question
Broadridge Financial Solutions Inc
IN
Last activity: 31 Oct 2022 12:00 EDT
Emails not sent
I have an Activity with SLA. When the case is assigned to user the Initial email were triggered to User and when the goal time is reached the remainder email should trigger and when the deadline time reached the escalation email should trigger.
In this case no emails were sent out. How should race the error.
Thanks for your help in advance.
Thank you,
Surya
***Edited by Moderator Marije to change type from Pega Academy to Product; update capability tags***
Infosys Limited
IN
Pegasystems Inc.
IN
@SuryaPrakashB7393 Hi Surya,
Can you check the audit trail and see if the SLA got triggered, if it is not triggered check if the SLA agent is on. If triggered then check the instances of data-corr-email for the date which you are checking and the case. Now open the instance you will be able to see xml with all the details along with the details of exceptions.
Please let us know if you were able to find out the exception. Please provide the screenshot of exception by hiding the confidential details so we will be able to provide more details
@SuryaPrakashB7393
Please check if the email account was configured correctly. Pega will check for the email account with the current class-group name; if not, it will check for the default email account. Kindly check the respective email account configurations and test the SLA again.