Skip to main content

Support Article

Notification emails do not arrive at assigned time

SA-68007

Summary



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.


Resolution



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: https://community.pega.com/support/support-articles/change-max-number-pyemailmaxresends-does-not-reflect

Suggest Edit

Published May 10, 2019 - Updated October 8, 2020

Did you find this content helpful?

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

We'd prefer it if you saw us at our best.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us