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Troubleshooting Trigger issues
Who is this article for?Site Administrators who need to triage trigger and notification issues.
Site Admin permissions are required.
Sometimes, a Trigger email may not reach the User, or Users find themselves receiving unexpected notifications. This article aims to explain some of the most common issues and how to resolve them.
In this article:
- Notification not received
- Unexpected notification received
- Reducing issue likelihood
- Further reading
1. Notification not received
Start by verifying that the trigger has fired. You can do this using the Audit Trail, selecting 'Triggers' from the 'Services' row.
Trigger not fired
If you cannot see the trigger in the list, check the firing dates to see when it is scheduled to be sent. If this is a Bulk Trigger, you can see the firing dates for individual items in the 'Triggers' tab of their notebook.
Next, confirm that the item met the trigger conditions.
If the item met the conditions but the trigger wasn't sent, check the recipients have been correctly set by switching to the 'Recipients' option on the left.
If all of these are correct and valid, and the trigger has not fired by the following morning, raise a ticket.
Trigger fired
If you can see the trigger in the list, it may be that the User was not identified as a recipient.
You can check the trigger's setup by opening its notebook. From here, you can confirm that the User was in an Ownership corresponding to the 'Recipient' setup.
If the User was not in the correct Ownership level, or the trigger was expected to fire to another Ownership level, they will not receive it. Change the settings to align with whom you expect the notification to reach.
Trigger delivery method
It's possible that email has not been selected as a notification method in the trigger setup.
You can check the Trigger's setup in Classic, by opening and item and switching to the 'Trigger' tab. From here, you can confirm that ‘via Email’ is ticked.
2. Unexpected notification received
Users may receive incorrect emails due to the way a trigger was configured.
To check, navigate to the item notebook and enter the 'Triggers' tab. It may be that the User has been added as an ‘Other Recipient’, or they have inherited Ownership of the item through a Role.
3. Reducing issue likelihood
SPAM/Junk filters
Sometimes triggers are recognised as spam by firewalls. To prevent this from happening, your IT department can whitelist our domain: *.pentanarpm.com.
Configuration audit
Regularly audit the Trigger configuration to ensure that notifications are appropriately applied to created items and correct recipients as workflows change.