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MarkView Process Email Notifications - Users receiving email notifications; but no items are pending their attention in their Web Inbox.

Summary

4027

Users are receiving e-mail notifications, but no items are pending in their Web Inbox.

How can you troubleshoot this issue?

To troubleshoot e-mail notifications, you should start by confirming that the e-mails are not coming from a Test environment, such as a recent refresh of a Production instance.

Note: You can prevent e-mail notifications from being sent from your Test instance by setting the MVT_TEST_EMAIL_ADDRESS and / or MVERP_MAINTENANCE_EMAIL_ADDRESS preferences. See Administering the MarkView System for details on these preferences.

If the e-mails are coming from your Production environment, and are incorrect, you can troubleshoot the issue by following these steps:

  1. Have the user forward you a copy of an e-mail notification/reminder they received.
    For example, they might send you a sample that looks as follows:

    From: markview@company.com 
    To: john.smith@company.com
    Subject: Daily Work Item notification for JSMITH (02/15/2006)
    Date: Tue, 15 Feb 2006 23:57:06

    As of 02/15/2006 you have items in your Working Folder and/or pending items that have been sent to you.

    Please access your Working Folder via Oracle Applications or click on the following link to launch your Web Inbox: http://server.domain.com:7777/pls/mvweb-markview/mvt_mv_home.home
  2. Identify what code in the MarkView schema is responsible for creating the e-mail by taking the following steps:
    1. Identify a non-variable part of the email text; for example: "pending items that have". (i.e. Not "JSMITH" or "15 Feb 2006 23:57:06").
    2. Open a SQLPlus session to the MarkView database schema and run the following query:
      select * from user_source us
      where us.text like '%pending items that have%';
      NAME TYPE LINE TEXT
      SF_RULE_RT1128 PROCEDURE

      123

      ' and/or pending items that have been sent to you.

      ' || cr || cr ||

    3. The name of the procedure returned may be related to a Workflow Rule (if named like 'SF_RULE_RT%').
      If so, then you can find more information about the rule by issuing the following query:
      select * from sf_rule_type rt where rt.rule_procedure_name = 'SF_RULE_RT1128';
      RULE_TYPE_ID RULE_LIBRARY_ID RULE_TYPE_NAME DESCRIPTION ICON_ID RULE_PROCEDURE_NAME
      1128 322 Create Daily Email Sends an email at 11pm every weekday for users with workitems in their working folder 13 SF_RULE_RT1128
  3. Extract the rule procedure from the database using PL/SQL Developer, TOAD, or a similar tool.
  4. The rule procedure contains the PL/SQL code that generates the e-mails. A cursor such as the following usually identifies the users to whom e-mails are sent:
    cursor c_users_with_inbox_items is
    select distinct user_id
    from sf_user_working_folder
    where queue_id in (
    select queue_id
    from mvt_web_inbox_queue
    where inbox_type = 'APINBOX');

    We can use the query in this cursor to debug the incorrect user notification, for example:
    select user_id, workitem_instance_id
    from sf_user_working_folder
    where queue_id in (
    select queue_id
    from mvt_web_inbox_queue
    where inbox_type = 'APINBOX')
    and user_id = '&MVUserIDOfRecipient';
  5. Step 4 should provide you a list of items about which the user is being e-mailed.
    You can then use the work item history script to investigate where in the workflow these items are, whom the items are assigned to, and why emails are being generated for them.

  6. If the cause of the issue is still unclear, you can log an incident with Kofax Technical Support and provide as many of the following as possible:
    1. The MarkView User ID of the person receiving the e-mail.
    2. A screenshot of their Web Inbox.
    3. A sample e-mail from step 1 above.
    4. The extracted rule procedure from step 3 above.
    5. The list work items from step 4 above.
    6. The work item history of one of the work items from step 5.

Keywords: e-mail notification pending web inbox email troubleshooting trouble fixing diagnostic