Delayed or Missing Email Notifications

CRM 7.2.e.3

Hi to the Community,

We've been using Case-level notifications to generate emails for our staff. This was working very well for months, but more recently we have noticed that most notification emails are getting delayed for about 2 weeks, and some are not getting sent at all. Escalation is set to "Yes", Escalation Engine tuned for "Immediate delivery", and Use Escalation Service is set to "No" since we have staff logged into CRM during most weekday hours and also on some weekends. I don't think that any email settings were changed. Any ideas? Thanks in advance,

- Aaron

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    Aaron

    This is the second time in a short period that someone has posted about having a problem with sending emails with Case escalation rules in Sage CRM. I wonder whether this is specifically to do with the Case entity?

    Have you traced the behaviour in the SQL logs to see that the rules fire? Does the 'stop clause' fire when it should - so if the flag that prevents the rule firing twice sent? Is it that the email is held up on the email server?

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    I'm just the end-user administrator so I don't have access to or knowledge of SQL. Our in-house IT guy has checked the email server and there's nothing backed up, junked, or black-listed.

    One thing I just thought of... around when this issue started we implemented case field security settings on some of the fields that the email notification references, and the users who would receive these notifications are restricted from altering these fields. Could that be interfering?

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    Nope, scratch that. Tried disabling security and it didn't change anything.

    Worth noting that I just did a bunch of activity that should be generating notifications and I immediately received two emails, both for cases that were opened several months ago. Nothing came through for the newer cases. However, there's been no change in the structure of the case fields; it's all referencing the same fields. I even tried deleting and rebuilding the email notification settings just to be sure.