Email notifications do not work

[yizzung]

Hi. We have a locally installed instance of Sugar 5.1. We have been able to successfully send emails to external recipients from individual users using the Sugar email client. We have also been able to send emails from the client to internal users within our company using the same client. However, we have been unable to generate a single email notification from the Sugar system. You name it--create a new user, change ownership of a lead, assign a task--nothing we do results in any notification from the system.

I've logged a support ticket on this but have received no helpful information. They suggested that we check our spam filter because we're using sendmail. We checked. There's nothing there. We also ran all the tests above to prove to ourselves that sendmail is working fine and that no messages are being blocked by spam filters.

On the Admin Email Settings, we have experimented with different names and addresses for the "from" fields, trying the generic (Sugar System, no_reply@example.com) as well as substituting a real user on our email system (John Doe, john@company_name.com). Neither worked. We have turned notifications on (obviously), we have turned on notifications for new users (didn't work), we have tried sending notifications from the assigning user (didn't work) as well as the system (didn't work). We have turned on the "save raw outbound emails" but don't know where to look for them. The Email Queue is empty. We have gone into each individual user account and checked "Notify on Assignment".

Nothing is working. Does anyone have any clue what we're doing wrong??????

[yizzung]

I have scoured these boards for three days and found about a dozen posts by people having problems with Notifications (e.g. http://www.sugarcrm.com/forums/showt...=notifications).

The essence of the posts is that Notifications work selectively (e.g. for cases but not leads) or they don't work at all (which is our problem). Not one of these posts have been answered by anyone. Is this a bug in 5.1? Should we just assume that Notifications do not work at all in this build? We are getting very desperate here...

One last bit of info: I noticed that within both the Workflow Definitions and Alert Email Templates we have nothing. There are no templates and no defined workflows. Is this the problem? Is it that we're checking the boxes to turn on notifications but, because no Workflows or Alerts have been pre-defined, then nothing is getting triggered? Seems like out-of-the-box the system would be able to kick out at least a record-change notification email but maybe not. I'm grasping at straws.

[yizzung]

This doesn't seem to be the answer. I created a new custom workflow for Leads. I set the trigger to be a change in Assigned User. I also created a new email template that would notify the new owner upon saving the Lead. None of this works. No emails are generated from the system, even though Sendmail is working fine for sending emails from individual users via the Sugar client...

[Teuber]

Hi,

have you checked if the tracker settings in the admin area is active?

I was struggeling with the same issue but this resolves it.

[hadronzoo]

You may want to run sendmail -bp or mailq to see what the sendmail queue looks like when it should be sending.

[salesagility]

The open source philosophy of "release early, release often" is true of SugarCRM.

We have been deploying and supporting SugarCRM for three years.

My advise would be not to deploy anything into a production situation within six months of its original release (or at least to patch release f/g). It's simply too buggy. By all means deploy new SugarCRM releases into sandboxes to understand the new functionality, but production releases will cause you too many issues to be worthwhile.

[yizzung]

Thanks for all the suggestions. Our server has been down all day so I can't get in yet. I'll post back here as soon as I'm able to test...

[yizzung]

Thanks for all the feedback. Nothing here worked. I've escalated this to a P1 with support. We are dead in the water until somebody can help us.

[tyagiakhil]

Hi All

I was facing the same issue. After checking the Sugar mail configuration is working fine for both Inbound and Outbound mail. When I assign a task without selecting any "Accounts" or "Contacts", it did not send any mail, but if I select "Accounts" and "Contacts' then I received mail notification.

Thanks