Life cycle State Email Triggger Issue

Hello All,

We have this below email template for Life Cycle state change. This email was working fine and suddenly stopped working.We dont see any issues witt template or user record the LCS change is happening successfully. but email is not triggering.

Anyhelp is much appreciated !

Hello All,

We have this below

#if($newState ==“Future Contractor”)

Hello,
${identityName} will arrive on ${identity.startDate}. When they arrive, please provide her/him with her/his HR identifier ${identity.uid} which they will need to configure their password on the day of their arrival by following this [link]

Along with their username ${identity.lowerFullName}, this password will be used for their laptop, email, and SSO authentications.

Thanks and best regards

Bonjour,
${identityName} va arriver le ${identity.startDate}. Merci de lui communiquer son matricule RH ${identity.uid}, à utiliser le jour de son arrivée pour mettre à jour son mot de passe en suivant ce [lien]

Avec leur login utilisateur ${identity.lowerFullName}, ce mot de passe sera utilisé pour leur PC, leur email et l’authentification SSO Believe.

Cordialement,

#elseif($newState ==“Active”)

Hello,
${identityName} will arrive today. When they arrive, please provide her/him with her/his HR identifier ${identity.uid} which they will need to configure their password by following this [link]

Along with their username ${identity.lowerFullName}, this password will be used for their laptop, email, and SSO authentications.

Thanks and best regards

Bonjour,
${identityName} arrive aujourd’hui. Merci de lui communiquer son identifiant RH ${identity.uid} et lui demander de mettre à jour son mot de passe en suivant ce [lien].

Avec leur login utilisateur ${identity.lowerFullName}, ce mot de passe sera utilisé pour leur PC, leur email et l’authentification SSO Believe.

Cordialement,

#elseif($newState ==“Leaving”)

Hello,
The termination of ${identityName};will be performed in 14 days. Without a renewal action ${identityName} will lose all access to Believe services (network, email, etc.).For any assistance, please contact the Help Desk.

Thanks and best regards,

#else

Hello,
The user ${identityName}'s status has changed to $newState.

#end

Thanks

@tyler_mairose @colin_mckibben - any help or pointers here to sort this issue ?

We have also raised a ticket with sailpoint but no response yet.

It is rare, although not impossible, that the email service is malfunctioning. Please double check the following configurations in your tenant.

Please make sure that your email config is set to send to the intended recipients:

If the issue persists, then save your current template and replace it with a very simple one that has no if/else logic and check to see if you can trigger the template. If the email still isn’t sent with a simple template, then it is possible the email service isn’t working. If it does send, then there must be something wrong with the template.

Hi Colin, @colin_mckibben

I checked it with test email in the email template it worked and i got the test email. So here the problem is not on email service then.Also the config is fine which you showed in above screenshot.

One question and in comparison string here we need to give the display name or the actual value which one is correct ?

#elseif($newState ==“Future Contractor”)

#elseif($newState ==“futureContractor”)

@colin_mckibben which one is correct ?

Try each one individually to see which one works. You can also incrementally build your email template back up to see which if statement is causing the issue. Start with the first if statement, and if that works then add another one until it stops working.

1 Like

sure thanks for your reply ! I will try that and let you know which one works fine !

Your respone is much appreciated thanks again!!!

Hi Sabthami,

Did you find a solution to this? If so, could you please share the solution here to help others who might be facing a similar problem?

I believe this is the correct option to use in email template. $newState holds the Display Name of Lifecycle State.

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