Email Template not working

Identity Security Cloud (ISC) ISC Discussion and Questions
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:bangbang: Please be sure you’ve read the docs and API specs before asking for help. Also, please be sure you’ve searched the forum for your answer before you create a new topic.

Please consider addressing the following when creating your topic:

  • What have you tried? customized the email template “Access Request for Self”
  • What errors did you face (share screenshots)? email is not triggering upon self request
  • Share the details of your efforts (code / search query, workflow json etc.)?
  • What is the result you are getting and what were you expecting? Expecting an email to be triggered to user upon self request submission. bot not triggered
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HI @NaveenMS ,

Welcome to developer community!

In email setting, can you check what option has been enabled? Its the default template, it should trigger an email upon request submission.

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Hi @JackSparrow,

Its Intended Recipients option selected.

Thanks,
Naveen

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Did you test by using “Test Email” button in the template?

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Hello,
Tried “Test Email”, it worked but actual email trigger is not working.

Thanks,
Naveen

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HI @NaveenMS ,

To whom the email is not getting triggered, is it for requestor or recipient?

When you say, its working for “Test email”, are you able to see the email getting triggered and received?

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Hi Naveen,
Thank you for the post. The issue might be occurring if there is any issue in the Email Template you have updated. If possible take back up of all the things you have in the email template and just add test in it and try with intended recipients.
Please let me know if the above solves your issue and then check on the template as to what code you have added in it so that it is not triggering.

Thanks

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When you say it worked, did it deliver an email to the intended recipients inbox?

If email is not delivered to the recipients inbox,

  1. Test it from other default email template whether it sends an email.
  2. If it sends successfully, the issue is with your customized email template, debug it by clicking the “Test Email” which may giving you an error. Check the subject line which should not starting with either of the “#stop” or “no_send” or “Stop” words.
  3. If both emails are not delivering, then check the SMTP/domain rules with your organization whether it blocks the email from the SailPoint sender.
  4. Also check whether it goes to junk folder in your mailbox.
  5. Test the Email Send event in the Search by using
type:"USER_MANAGEMENT" AND name:"Send Email"
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