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SD not sending mails automatically for approvers

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SeanJ
Senior Member

SD not sending mails automatically for approvers

we have sd 4.5 with sp19 on win2003 with oracle 9i.
I am settng db rules to set approvers required & status to active.

Hi Michael

============================================================

1.Initially Below DB rule will trigger to set Approval votes based on criteria
Set Approver
2.When cusotmer select classification ,Approver db rule tirggers.


3.Set Initial Approved Status will run to set no. of approvers & status to active which is happening & sd automatically sending mail to approvers (which is working.)
==========
When change is created
OR When change is modified
where Status (*) equals Registered
AND Site Access Required? (*) equals Yes
AND NOT (Classification (*) is empty)
Approver (Update Data) Status set to To be approved; Actual Start set to (Current date); Initiator set to [Requestor]; Approval;Approval group set to SITECAB; Approval;#Approvers Required set to 2; Approval;Approval Status set to Active
========================================
4. once they approve it ,Reset Approved Status will trigger to remove approvers.
===
When change is created
OR When change is modified
where Status (*) equals Approved by LM/SA
AND Approver Status (*) contains Approved AND by AND Managers
Status (Update Data) Approval;Approval Status set to Inactive; Approval Result set to Incomplete
=========

5. once change has been approve db rule will trigger
==========
When change is created
OR When change is modified
where Approval Result (*) contains Approved
AND Status (*) equals To be approved
Status (Update Data) Status set to Approved by LM/SA; Approval Result set to A; Approver Status set to Approved by Managers
====================================
6.DB rule will trigger to add approvers in Approval Groups based on condition
Planned & High Change ,Outage Require, set Major CAB
6. Set Final Approved Status will run to set no. of approvers & status to active which is happening.
=====
When change is created
OR When change is modified
where Approval Result (*) contains Approved
AND Status (*) equals Approved by LM/SA
Status (Update Data) Status set to Approved; Approval Result set to A; Approver Status set to Approved by Managers; Approval Result set to Approvals completed,
Approved Email (Send e-mail message) , Send to: [Requestor], Subject: Your Change Request ID [ID] has been Approved, Message: Your Change Request ID [ID] has been Approved and following are the details:
[ID]
[Description] , Attachment Classification:
=================
Now for 2nd time, SD is not sending mail to approvers.


7 REPLIES
Err_1
Honored Contributor

Re: SD not sending mails automatically for approvers

Hello,

Are you able to enable Rule Manager Debug and then fire the rule, then confirm within the logserver if the rule is actually being triggered?

If the rule is not triggering, then it should tell you in the log what condition failed.

Regards,
Randall Barrantes
SW Support Delivery Manager
SeanJ
Senior Member

Re: SD not sending mails automatically for approvers

Hi Err

I think that you didn't understand my issue.
There is no issue with any db rule.
If you are aware of SD change functinality,
Once we set Approval;#Approvers Required set to 2; Approval;Approval Status set to Active

SD automatically sends an email to approvers ,no db or ui rule trigger for this.

Ruth Porter
Honored Contributor
Solution

Re: SD not sending mails automatically for approvers

Hi there,


Some questions:

1. Do the approvers have the "send me an email when I need to approve ..." set?

2. Have ypu configured the relevant email in System Panel>Email on the templates tab?

3. Is an email sent if you set up the approval manually?

Regards, Ruth
http://www.teamultra.net
Mark O'Loughlin
Honored Contributor

Re: SD not sending mails automatically for approvers

Hi,

has it worked before?

Also can you cjheck how many scheduled tasks are running at the moment? If you have too many in the queue sending e-mail can be really affected.
SeanJ
Senior Member

Re: SD not sending mails automatically for approvers

1. Do the approvers have the "send me an email when I need to approve ..." set?yes

2. Have ypu configured the relevant email in System Panel>Email on the templates tab?yes

3. Is an email sent if you set up the approval manually?yes
SeanJ
Senior Member

Re: SD not sending mails automatically for approvers

Does Service desk thick client should be always open on approver's desktop to get this email?
Ruth Porter
Honored Contributor

Re: SD not sending mails automatically for approvers

Hi Sean,

If it works manually, thenthe issue must lie in your rules: when they have run is everything as it would be if you set the approavl going manually?

You ask "Does Service desk thick client should be always open on approver's desktop to get this email?" No
Regards, Ruth
http://www.teamultra.net
//Add this to "OnDomLoad" event