NetResults Tracker Knowledge Base Article
Not receiving email notifications from Tracker Online (NRTO)
Article ID  522
Article Type  FAQ
Product  NetResults Tracker Online
Oldest Version  6.6.1
Newest Version  Latest Release
Publication Date  06/21/2018 10:08:42 AM
Last Updated  06/21/2018 01:14:01 PM
Warnings
This article is intended for users of NetResults Tracker Online (NRTO) (Tracker hosted on NetResults' servers). For troubleshooting email notification issues on an on-premises Tracker installation, please review KB article 29 instead.
Description
If you are not receiving email notifications from your Tracker Online account, please try the following suggestions. Click on one of the statements below that best describes your situation:

Some emails are received, but some are not

If you are receiving some emails from Tracker, but not all that you expect, try the following steps to isolate the issue. Click on a step to see a detailed procedure (if applicable):

No emails are being received

If you aren't receiving any emails from Tracker, try the following steps to isolate the issue. Click on a step to see a detailed procedure (if applicable):


Check the Email Rules

Tracker allows you to configure email rules and these rules can be based on a pulldown. Ensure that the rules are set as desired using the steps below that correspond to the version of Tracker you are using.

Email rules can be configured to be based on the option menu items in a pulldown (e.g. Email rules are based on the Priority pulldown. Rules triggered for Priority 1 issues are different than rules triggered for Priority 2 issues). Verify the rules are configured as expected.

  1. Login to the workgroup as Admin and click on the Admin icon.
  2. Click on the Workflows link (or Manage Workflows button in older versions).
  3. Select the appropriate workflow in the pulldown at the top. The page will be refreshed to show the workflow's properties.
  4. Check the Notification Rules (or "Outgoing Email Rules" in older versions) to see what email rules are in effect. To change the email rules, click on the Manage link to the right of Notifications (or Outgoing Email Rules). For more detail, review the Notification Rules section.


Check to see that the correct email address is listed for the users who aren't receiving the notification messages

  1. Login to Tracker as Admin, then click on the Admin icon.
  2. Click on the User Accounts link (or the "User Administration" button in older versions).
  3. Check the addresses listed in the email column. To change an email address, click on the Edit button to the left of the name of the user. Enter the email address, click OK to save the change.


Ensure that multiple email addresses are not being used in any user profiles

Multiple email addresses may have been entered into a single user's profile as an attempt to allow email notifications to be sent to more than one person. This can be achieved by configuring the email rules to notify a user group or multiple users. To remove multiple addresses from a user's profile:

  1. Login to Tracker as Admin, then click on the Admin icon.
  2. Click on the User Accounts link (or "User Administration" button in older versions).
  3. Check the addresses listed in the email column. If there are any users which have more than one email listed in the email column, click on the Edit button to the left of the name of the user. Change the contents of the email address so there is only one address listed, click OK to save the change.

To configure the Email Notification Preferences to email multiple users, use the information in the Notification Rules section of the Administrative Help Guide.


Use the Send Email function to send a test

There is a "Send Email" option in the Admin section. To send a test email:

  1. Login as Admin and click on the Admin icon.
  2. Click on the "Send Email" link.
  3. Select a user or group in the To: field. If there are only certain users that are not receiving email notifications, select one of those users when performing this operation. Enter text into the "Subject" and "Message Text" fields, then click on the Send button.
  4. Check the Status Bar at the top of Tracker under the toolbar icons. If the message was sent successfully, it will say "Message sent to <email address of the user you selected>" or "Message sent to [User Group]". Verify whether this message was received at the email address(es) for the user or user group you selected. If the user did not receive the email notification message, contact NetResults Technical Support and ask them to check the email log for your account.


Ensure that your mail server or spam filter configuration allows mail coming from Tracker

Depending on your mail server and/or spam filtering configuration, you may need to make a change to allow mail coming from Tracker.

To check the From Address used for email notifications coming from Tracker:

  1. Login as Admin and click on the "Admin" icon.
  2. Click on the "Email Configuration" link.
  3. Select the option "Set Mail Server Configuration", then click on the Continue button.
  4. Take note of the email address listed for "From Email Account". It will be something like "no-reply@yourcompany.nrtracker.net" where "yourcompany" is most likely your company name. Ensure that your mail server and/or spam filter configuration allows emails from "@yourcompany.nrtracker.net" where "@yourcompany.nrtracker.net" is what is actually noted to the right of the "@" sign in the email address listed in From Email Account.
Workaround
None.