Email templates on workflows not being sent when access requests are made - emails work otherwise

[logben]

Hi all. I had previously made a post about emails not being sent after they should have been triggered by a workflow. After looking at the problem more in depth, we have found more details but are still not able to solve the issue, so I am making a post with more information/a clearer ask.

We currently have a very basic 2-level approval workflow assigned to a security system for remove and add access. On the first level, manager approval, we have added test email templates that are hard coded to be sent to a member of our team so we can easily confirm their contents/that they were received. However, whenever we make an access request for a test user for an application under this security system, no emails are ever received. 

We have SMTP configured properly as we are able to test the connection and successfully receive the test email. In addition, to further test we created a user update rule that sends out the same test email template when triggered. After triggering the user update rule, we successfully received the email - so we know we are able to receive emails, but for some reason are not receiving them when we should from a workflow.

In the Data Analyzer, if we select information from the emailhistory table, we can see that all of our test emails are sitting in a status of 1, and the 1st reminder test emails in a status of 4. They have no retrycount or mailsentdate, so it seems they are just sitting waiting to be sent. When we run the EmailHistoryJob, it fails and the logs show an error of "email configuration not defined".

We are not sure how to resolve this issue, and have a few questions: 

1. Do we need to schedule EmailHistoryJob to run every few minutes? Or should emails be sending on their own when the workflow is executed?
2. Are there settings we are missing somewhere, on the security system level, global configs, etc. that we must activate to allow emails to be sent? We have SMTP configured and know emails can be sent, but does something need to be done to enable workflow emails?

Thank you.

[NM]

Hi @logben you have to schedule a job email history one to trigger emails.

2) share email template.

[logben]

This is the template we are using to test with. It is being sent to a team member's email directly. We don't have the EmailHistroyJob scheduled right now and run it manually, but this gives the error "email configuration not defined" in the logs.

[stalluri]

@logben 
email configuration not defined
This means that the SMTP configuration was not saved or missing.

• Check if the values present in the SMTP are Saved.
• If it's Saved and still seeing the issue.
• First Save you details in Basic Auth and next move to OAuth and Save the credentials 

[NM]

Hi @logben what I will suggest after adding the oauth configuration raise a support ticket for a restart.

And see where it goes then.