Question
Hoverstate
US
Last activity: 13 Sep 2023 7:29 EDT
Not always receiving emails from Pega
We have a Pega and robotics setup that pulls and compiles reports then emails them to an analyst for review. In all of our testing until now I've never had an issue with receiving emails from the system. We just moved it to production environment and this issue started. Now when a report runs, either manually initiated or started from job scheduler, there seems to be a chance we do not receive an email of the report.
There are no errors in pega. The flow appears to go through and send the email, yet it does not arrive to all users.
We have checked the spam and email filter rules for everyone and have not found any issue, the email is not being filtered it just does not arrive. This is unpredictable, I receive emails from some runs of a case but not for others. It does appear to be all-or-nothing per/case. When a case sends a report to multiple emails, they will all receive it or will all not.
Has this been an issue before? Any tips on how I can lock this down? Thank you.
update: I notice that for cases where the email is not sent the FROM box in the email is blank:
Pegasystems Inc.
GB
It seems you are experiencing an issue with inconsistent email delivery in your Pega 8.7 and robotics setup. There could be multiple reasons for this behavior, such as network connectivity issues, email server configurations, or issues with the email sending process in your application.
To troubleshoot this issue, you can:
- Verify the email account configurations in your Pega application and ensure they are correct for the production environment.
- Check the logs for any errors or warnings related to email sending.
- Review the SendCorr agent in the Pega-ProCom ruleset, which is responsible for sending out email correspondence.
- Investigate the email server logs to identify any issues with email delivery or filtering.
The above answer came from a Pega gen-AI assistant using the below references. As a Support Center moderator, I reviewed the answer and references for accuracy:
Email correspondence > Identify when to communicate with users
Sending emails during case processing > Confirm your work
It seems you are experiencing an issue with inconsistent email delivery in your Pega 8.7 and robotics setup. There could be multiple reasons for this behavior, such as network connectivity issues, email server configurations, or issues with the email sending process in your application.
To troubleshoot this issue, you can:
- Verify the email account configurations in your Pega application and ensure they are correct for the production environment.
- Check the logs for any errors or warnings related to email sending.
- Review the SendCorr agent in the Pega-ProCom ruleset, which is responsible for sending out email correspondence.
- Investigate the email server logs to identify any issues with email delivery or filtering.
The above answer came from a Pega gen-AI assistant using the below references. As a Support Center moderator, I reviewed the answer and references for accuracy:
Email correspondence > Identify when to communicate with users
Sending emails during case processing > Confirm your work
If the issue persists, consider reaching out to Pega Support for further assistance.
Please provide the INC reference if you decide to log a ticket on MSP.
The Pega 8.7 documentation for troubleshooting exists here:
Troubleshooting an email integration
Data Management and Integration