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Support Article

Bell icon Notifications do not display in recipients portal

SA-106817

Summary



On assigning a work object to a user, a 'Send notification' smartshape is configured to send a notification. However, the notification is not received by the end user. The gadget Bell icon does not display the Counter or the message.


Error Messages



Not Applicable


Steps to Reproduce

  1. Create a Notification rule.
  2. Configure a 'Send notification' smartshape in a flow to send the notification.
  3. Execute the flow.

 

Root Cause



An issue in the custom application code or rules.
The sender was sending a notification to itself. This is incorrect according to the configuration.

  The data page used for the Notification rule is D_OperatorID.



When the data page is opened, it is of type 'Page' and is sourced from the data transform.



The data page only copies the current operator to a primary page, as per its implementation.



According to the implementation, when Operator A initiates the Notification rule, the data transform retrieves the same operator details and assigns them to the data page results. That is, a notification is sent to the sender itself. Pega or any Notification application, according to the standards, will not send a Notification message to the sender. Hence, the sender does not receive any notification.


Resolution



Perform the following local-change: 
  1. Ensure that the Recipient or Recipient list is present when executing the data page referred in the Notification rule.
  2. Ensure that a notification is not sent to the sender itself.
  3. Ensure that the Operator ID property is referred correctly in the Recipients section of the Notification rule.

Suggest Edit

Published June 17, 2020 - Updated December 2, 2021

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