Who is this article for?

Users who want to troubleshoot escalation emails.

Administration module access is required.

1. Emails not sending

Messaging emails are different to reminders/escalations. Escalations are for reminders/overdue tasks, and messaging is for updates/task completion.

If no emails are sending whatsoever, the first step is to check the Ideagen Quality Management Administration module and ensure Messaging/Escalations are enabled:

1.1. Messaging

1. For messaging, you will need to go to each message you wish to be enabled. You can do this by selecting the message and clicking Edit.
2. This will bring up the following screen:

3. Tick the Message is active box if it's unticked.
4. You can also check the Recipients tab to ensure that a recipient has been selected:

1.2. Reminders and escalations

1. If you would like a digest of all the reminders and escalations, you will need to select the option below:

2. You will then need to follow the same steps as the messaging by checking the message details, but for Reminders and escalations.

2. Verifying individual message configuration

If the previous steps do not resolve the issue, ensure the specific escalation message is correctly configured for this user.

To verify the configuration:

1. Open the Administration module.
2. Navigate to Messaging/Escalations.
3. Locate the specific message (e.g., NC Created or the relevant escalation type) and click Edit.
4. Ensure the Message is active checkbox is ticked.
5. Click the Recipients tab and ensure the user (or their role, such as Action Owner) is listed in the To field.
6. Verify the user's email address is spelled correctly in their user profile.

3. Further reading

• Troubleshooting messaging and escalation emails not sending
• Configuring email messaging
• Configuring Reminder and Escalation Digest emails
• How to Run Reminder & Escalation manually