Troubleshooting

Email sent when an objective is created, not when it is saved

An email is sent when a goal is created, but the need is for an email to be sent only when a goal is saved.

To resolve, in action events for objectives, change the event type to Draft (rather than New).

Email not sent when the template contains $

Action event is not sending when the email template includes a $ sign.

To resolve, add a slash ( / ) as the prefix to the dollar sign ( /$ ). Entering a dollar sign with a preceding backslash (\) causes the email template to fail.

Action event not triggering despite all conditions being checked

Try these options:

  1. Ensure the team member receiving the action event has an active user record with an email address.

  2. Confirm the org wide email address is set to be used by the appropriate profiles. For example, not just the system admin profile as action events can be triggered by other profiles.

Absences entered by cross reporting manager do not trigger manager approval emails

An absence auto-approves if it is entered on behalf of the team member by the cross reporting manager and does not send an email to the actual manager.

Create a custom formula field to reference in the action event conditions as action events does not recognize the "createdby" field.

  1. Create a checkbox formula field on the Absence object. The formula returns true if the creator ID is the same as the team member user ID or line manager User ID.
  2. In the action event conditions, use a combination of:
    • Selecting If Triggered By Any Manager
    • The custom formula field created in Step 1 returning a value that is not TRUE

Action events triggered for team members who have left

Notifications are being received about employees who have left. The action events are sent although the user has been deactivated.

Add a condition to the action event for the notification to trigger only if Has Left equals False.

Error when the Action Email Batch Size is null

The Action Email Batch Size value on the HCM package configure page cannot be blank. This field was introduced in Y23.2 release. Check the value and ensure it is not blank.