Maximo Open Forum

 View Only

 Escalation not sending notification

  • Everything Maximo
Shirley Velez's profile image
Shirley Velez posted 12-20-2024 12:49

Hi, I built an escalation notification that sends an email to the lead that is assigned to the work order record. To configure that, I created a ROLE that is for the WORKORDER object, the type is "a set of data related to the record" and the value :lead.

I built the escalation and if I use an email in the communication template instead of the role, the notification arrives just fine. But whenever I associate the role to the communication template, the notification won't arrive. I think I'm missing something in the configuration of the role that is not allowing the notification to arrive.

TIA

Shirley

Steven Shull's profile image
Steven Shull posted 12-30-2024 13:32

On the role, can you confirm the checkbox for "E-mail" is NOT checked? Sometimes instead of resolving to a field with the PERSONID, you use a field that contains an email address. This checkbox indicates that you expect the field to contain an email address rather than an ID. 

If that is not checked, I would see what happens when you try to send a communication template in the WOTRACK application. Verify that the role is resolved correctly with the correct email address. If the communication template resolves correctly, then you may have a problem with the escalation 

Related Content