We wanted to create certification campains to review some accesses. However, whenever we create one, they don’t generate any email to the reviewer’s, apparently for no reason.
I’ve tried to do exactly the same in our sandbox and it works, and both configurations look equal.
Does anyone know exactly what the problem might be?
Thanks in advance!
For your production campaigns, are you just staging them, or are you activating them too?
Some other things to look at are whether you have the emails all being sent to a test address under Global → Email Templates → Settings
What is more likely is that for Production, the Email Template itself is set to disabled. You can read about how that is done here: Using Email Templates - SailPoint Identity Services
I would venture that one of those is your issue. If it is not, then I’d check if you are getting other emails from ISC or not, and check the logs to see if there might be an error in your email template that is causing the send to fail.
Hello Geoff, thank you for your answer.
I am creating and activating the campains, I only recieved an email (on the sandbox) after activating.
Also, in the settings we have intented recipients toggled:
Just for clarification, in Sandbox, the emails are being sent to the recipients that they have a certification to complete, but in Production they are not receiving that email?
I would look at the Email Templates then to see if they are disabled. See the link to the documentation that shows how that is done.
That exactly the behaviour, yes.
I checked if the email template is disabled, based both on your link and the other comment, and everything looks fine here
When you created your campaign in Production, did you accidentally check “Disable Email Notifications”? You may need to use the Composition Report or API to check that value.
Go into Search and do name:“Send Email” to ensure your emails are actually being sent. Then go into your mail gateway and figure out why they’re being blocked at the mail gateway.
I have checked, and I do have emails enabled on the campaign I created (i’ve done this like 3 times for testing)
I have also checked both Search with name:“Send Email” and my Azure message trace, and there are no events regarding the campaigns in both
I have found the solution, it was very simple actually.
Basically, the email template of certifications had some sort of compilation error on the html.
The template was exactly the same as it was in the sandbox, but probably it had another space or something that broke it. These email templates really are sensitive.
Thanks everyone for the help!
