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Notification emails do not arrive at assigned time



On assigning an Operator or a work basket in a project, a notification mail is sent.

A notification mail is sent when a case is assigned to an Operator or the work basket in a project. In some Notification emails, the Notification mail does not arrive at the assigned time. As a result, the mail is sent when the API server is restarted.

When an assignment is sent, a notification email is sent by either of the below methods which exist in the user's application:
  1. Use the Notify function of the assignment shape. 
  2. Add the Execute activity in front of the Assignment shape and use SendSimpleEmail.

Error Messages

Not Applicable

Steps to Reproduce

  1. Set a Notify email for each assignment.
  2. Stop the SMTP server.
  3. Execute the flow (send Notify).
  4. Start the SMTP server after an hour.

Root Cause

Since, the SMTP server stopped, the Send Notify agent attempted multiple times to send a notification and exceeded the pyEmailMaxResend. The Notify message was marked unrecoverable. Hence, the Notify message was not sent until the Pega server was restarted.


Perform the following local-change:

Set pyEmailMaxResend values such that they are greater than the maintenance hours (such as 1440 times).

Pega-ProcessEngine • pyEmailMaxResends

Change pega_integrationengine_default.SendEmailMessage Java code as below.

There are errors which are considered as Recoverable errors in the pega_integrationengine_default.SendEmailMessage function.

if(cause.getMessage().toLowerCase().indexOf("connection reset") >= 0) { recover = 1; } } 
if(e.getMessage() != null) { msg = msg + ": " + e.getMessage(); 
if(msg.toLowerCase().indexOf("could not connect to smtp host") >= 0) { recover = 1; }

Since the usecase is of a nonrecoverable error, add the error in the pega_integrationengine_default.SendEmailMessage function.

For more information, refer to:

Published May 10, 2019 - Updated October 8, 2020

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