Who is this article for?

Users who want to troubleshoot messaging and escalation emails.

No elevated permissions are required.

This guide is to help customers troubleshoot emails and/or escalations not sending. 

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 would to be to check the Ideagen Quality Management Administrator 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 escalation, 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. Checking the application server

Once all the messaging has been set up correctly you should then check the application server. There are multiple ways to troubleshoot these issues.

2.1 Run the escalations manually

You will be able to follow the article below to run escalations manually, this will allow you to see if any emails are sent at all.

If there are any error messages recorded in both windows. Please copy down the error message in notepad & send it to us to troubleshoot.

If the emails send fine, you will then need to check the task scheduler.

2.2. Task Scheduler

Another common reason that escalation/reminder emails don't get sent is because the task hasn't been set up correctly.

Check the Last run result column, and if there are any errors, note down the error and send it to support for analysis.

You can also check the History Tab and share with us any errors that may appear:

Note: There could already be a task already created for the target database, if this is the case you can modify the active task and ensure it's been set up correctly. You can also delete the task and start again from scratch if it still doesn't work.

2.3. Check the event logs

If you have checked everything else, you can also check the event logs and forward us them for further analysis.

Other probable causes/fixes:

• Check that the users' email is correct inside the administrator module.
• Archive the user(s) account in the Administration module, close account details window and then reopen the users account and reinstate the user. This may resolve the issue.
• Ensure that the user has checked their junk inbox.
• Disable and then re-enable the message digest and the affected reminders/escalations. 

Further reading

• Configuring email messaging
• Configuring Reminder and Escalation Digest emails
• How to Run Reminder & Escalation manually