Pulse Notification Emails are not being sent

User Experience
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1

Email (userID and pwd) used to configure to send emails from the case level (to send email part of flow) which is working fine and emails being received to users email from the case.

Configured same Email (UserID and pwd) for Pulse notifications Account(PulseNotifications)and test connectivity is success.

pyPulseNotificationsEmailAccount is saved to my application ruleset. Followed the steps - Configuring an email account for Pulse notifications

Users tagged in Pulse notifications are able to receive/see notification msgs when they login to their Portal, but are NOT receiving the Pulse message to their email.

2

Hi @VenkatasivaK2881: Please check notification preference of the user. Details on Notification preference here.

Thanks.

3

@ArulDevan They are all set as Instant already.

4

Hi @VenkatasivaK2881: Thanks for sharing this. Hope you have created the email account in the same name as what is mentioned in the data transform. In this case, please follow below to debug the issue.

  • Make sure your application is added to “System Runtime Context”
  • Trace pyProcessNotification queue processor and check if there are any errors. Also check if the right email account is used by the queue processor.

Thanks.

5

@ArulDevan Double checked and application is already added to System Runtime Context and right email account is used.

I did trace of pyProcessNoticifacation there are no errors (image snippet of the trace attached).

One more thing is the Pulse notification emails are working in Dev, but after deploying to Test env it is not working (Pulse notification emails are not being sent, we are on pega cloud).

I did compared tracing pyProcessNotification in both Dev and Test env, and all looks same with no errors and background processing are running on respective nodes.

In both Dev and Test envs , emails triggered from the flow (send simpleEmail activity) are working, but only Pulse notification email is not working in Test env Only.

Not sure, if I am missing any config bit here.

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6

@VenkatasivaK2881 hi, pls let me know how you were able to resolve this.

7

Hi @JAYASHREENS

Did the steps in the solution not work for you?

8

Hi @VenkatasivaK2881:If email account used is correct and if there are no errors while tracing, I suggest to raise a support request in MSP.

Please also check with respective email service provider support team for any findings from them.

Thanks.

9

@VenkatasivaK2881 I can see that you logged INC-269602 ( Pulse notification Emails not being sent) on 18th April

Our support team recommended the following;

  • try again to re-save the schedule, and it should be picked up by MasterAgent which is running each 10min and is responsible for runtime data.

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Don’t save Pega ProCom Agents to application ruleset. Just resave Schedule.

Solution provided by your organization and closure of ticket confirmed:

After selecting the SendCorr Agent in the Agent Schedule, it got sorted and able to send the email notifications.

Not sure, why “SendCorr” was not selected in the first place under the Agent Schedule.

Issue was closed with the above steps.