Alerts not generating e-mail

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Posted on by Community Member Microsoft Employee

Greetings,

Before I go and delete the user as another step in troubleshooting this issue, I wanted to see if the community has come across this issue before (Usage data has been cleared at this point).

In a nut shell - I have three users (of 1000+) that aren't receiving emails from an alert they have setup.

I've done quite a bit of googling around and most of the issues others have is due to the change based alerts or e-mail batch jobs not setup. That isn't the case here. Not only are the alert and e-mail jobs setup and running, but I personally can create a new rule for me (configured the same as the three mentioned) and receive the alert email as expected.

The obvious course one would suggest is to recreate the alerts for the users. This I have also done with no success. I've even re-created the change based alerts batch job as well as the e-mail processing batch job.

One would say the email on the three users isn't setup correctly, but in this case they are. I created a temporary job in the AOT to send test emails using the same classes to email notifications use and they are received as expected.

I must be overlooking a step in the code. There must have been at some point a change between original event data and the users data that conflicts and keeps the emails from getting generated when the change based alerts job kicks off. I know it's during the process of the first job as I never see an email get generated in "Email sending status" form (even while having the "show sent" box checked).

Let me know if you've ever had to clear/clean any data for something like this in the past. I'd like to avoid deleting the account.

I've also restarted the AOS's and have cleared AUC files.

Thanks ahead of time!

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Community Member Microsoft Employee on at

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RE: Alerts not generating e-mail

So I've recreated everything (first removing the alerts, checking event rule tables and cleaning them out, and deleting the user account). I've setup everything as it was before as far as the users account goes and the alert needed. The first alert even generated an email and sent it to the user as expected....however, it was a one time deal. Although I'm getting the alert every time, this user will not get any... Weirdest thing I've seen. Doesn't seem appropriate to open a Support Ticket on something so small..
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Ajit 8,755 on at

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RE: Alerts not generating e-mail

Looks like you have tried everything. Please review below things once

1. go to alert rules (Org Admin - Setup -> Alerts -> Alert Rules), find that alert rule and check if 'Send e-mail:' check box is still checked

2. And also check the email sending status, Sys Admin-> Periodic -> E-mail processing -> E-mail sending status, see if you can find that alert and also the status.
Community Member Microsoft Employee on at

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RE: Alerts not generating e-mail

Yes, the only difference is the frequency to receive the alerts was different among other users - These users used to receive the email alerts at one time.
Community Member Microsoft Employee on at

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RE: Alerts not generating e-mail

You may have done this already. Have you checked (compared to users who receive alert emails) the user options for notifications?
Community Member Microsoft Employee on at

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RE: Alerts not generating e-mail

At this point, yes, it would be quicker.

I'm not one that always go the restart path as I tend to loose sleep when I can't figure out the cause. It might be time to put this one to bed.
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Ludwig Reinhard Microsoft Employee on at

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RE: Alerts not generating e-mail

Hi Jr,

Seems that you almost tried everything I could think of.

Rather than trying to spend another couple of hours checking something else, wouldn't it be faster recreating the users?

Best regards

Ludwig