Email notification is triggered but not delivered

Identity Security Cloud (ISC) ISC Discussion and Questions
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Hi IDN Experts,

We faced a frustrating issue in the email notification. We updated the “Access Request Reviewer” email template from the IDN UI and passed the “Test Email”. The sample emails looks good and then we performed the actual access request from Request Center. The event page is showing expected “EMAIL_SEND_PASSED” events, but the updated email is never delivered to the target recipient.

We have the similar the customized email template in “Work Reassignment Created” and “Work Reassignment Updated” and they are working perfectly. Any ideas what would be the cause (I expect that could be some stupid html syntax errors)? How can we ensure the email is delivered to the target recipient or at least get notified if the email is not delivered due to whatever reason? Is there any way we can see any error messages or exception from the mail queue?

Any suggestions are welcome, thank you.

Regards,
Ronald

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Hi Ronald,
Thank you for the post. We did had the similar issue and it turned out that the customization we added to the template were having syntax errors. We rectified the same and were able to send the email

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