Workflow Related - Users are not receiving emails

Issue Reported :- Users are not getting emails with new passwords once they click on once they click on Forgot password linkResolution :-1) Check to see if users email is updated in the system properly Navigation -> Query Security -> Users form for that particular user and check if email address column is updated if not please enter the correct email address of that user 2) Assign Preferences SSWA responsibility to the user and check their email preferences should be set to HTML 3) To update these from backend Login to apps and issue following 2 sql statements

SQL>update wf_local_roles
set notification_preference = 'MAILHTML2'
where name=' and user_flag='Y'

SQL>update fnd_user_preferences
set preference_value = 'MAILHTML2'
where user_name=' and preference_name = 'MAILTYPE'

2. Commit **********************************************************************************

Reference SR which resolved this issue is 6785164.992 ( Leviton Mfg Co )
Breif abstract of what happened in the SR and how the analyst recommeded these solutions follows :-### Detailed Problem Statement ###
Forgot password link is not working. When user clicks on forgot password , the next page shows
up which asks to input the userid . After that nothing happens.

Normally we should expect to see a email from workflow asking to approve or reject . But
email does not show up

Resolution Steps taken :-

ACTION PLAN
============

1. Is the Notification Mailer currently running?

select fcq.USER_CONCURRENT_QUEUE_NAME Container_Name, DECODE(fcp.OS_PROCESS_ID,NU
LL,'Not
Running',fcp.OS_PROCESS_ID) PROCID,
fcq.MAX_PROCESSES TARGET,
fcq.RUNNING_PROCESSES ACTUAL,
fcq.ENABLED_FLAG ENABLED,
fsc.COMPONENT_NAME,
fsc.STARTUP_MODE,
fsc.COMPONENT_STATUS
from APPS.FND_CONCURRENT_QUEUES_VL fcq, APPS.FND_CP_SERVICES fcs, APPS.FND_CONCURRENT_PROCESSES
fcp, fnd_svc_components fsc
where fcq.MANAGER_TYPE = fcs.SERVICE_ID
and fcs.SERVICE_HANDLE = 'FNDCPGSC'
and fsc.concurrent_queue_id = fcq.concurrent_queue_id(+)
and fcq.concurrent_queue_id = fcp.concurrent_queue_id(+)
and fcq.application_id = fcp.queue_application_id(+)
and fcp.process_status_code(+) = 'A'
order by fcp.OS_PROCESS_ID, fsc.STARTUP_MODE;


2. Please test the delivery of other types of Notifications or test the Mailer by g
oing to OAM > Workflow Manager >
Notification Mailer > View Details > Test Message > enter a Username that has been set up to receive mail
Enter the Recipient Address and wait for delivery,

-- Does it get delivered?


3. The Forget Password ITEM_TYPE=UMXUPWD

-- SQL> Select select NOTIFICATION_ID, MESSAGE_TYPE, MESSAGE_NAME, RECIPIENT_ROLE,
STATUS, MAIL_STATUS, FROM_USER, TO_USER
from WF_NOTIFICATIONS
where MESSAGE_TYPE='UMXUPWD'


4. Use the NOTIFICATION_ID from one of the rows returned in the above sql

$FND_TOP/sql/wfmlrdbg.sql

-- This produces an html output file, upload it


Second Action Plan

ACTION PLAN
============

1. Please confirm if you have received any other type of Notifications other than "UMXUPWD"?

2. Change the Log Level for the Workflow Mailer

From OAM, Workflow Manager:
Select "Notification Mailers"
In the "Container" column, select "Workflow Mailer Service"
Select the radio button for the "Workflow Mailer Service" then click on
"Edit".

Under the "Workshifts" section, click on the "Edit Service Parameters"
Button.

Locate the parameter "SVC_CONTAINER_LOG_LEVEL" and set the value to 1.

Example:

SVC_CONTAINER_LOG_LEVEL=1

Click on "OK"
Click on the "Save" button
Acknowledge the change by clicking on "OK" once more.


CHANGE THE WORKFLOW SERVICE CONTAINER TO "STATEMENT" LEVEL LOGGING:

Go back to the "Notification Mailers" section once more by either navigating
from the Workflow Manager page or clicking on the "Service Components" link
on the list of pages visited at the top of the current page.

If not already selected, select the radio button for " Workflow Notification
Mailer" and then click on the Edit button.

Click on "Next" to navigate to the "Details" stop.
Change the log level to STATEMENT.


Click the "Next" button
Click the "Next" button
Click the "Finish" button
Click the "Finish" button



3. Bounce the Workflow Mailer Services

4. Restart the Services

5. Retest sending a Notification ( a few times)

6. Upload the latest logs from $APPLCSF/log//FNDCPGSC#####.txt

7. You can also check what happened to the notification you have sent .

Navigation path in R12 is :-

Workflow : Administrator Workflow -> Notifications and click on the links you see.


Since other users were receiving the emails, we just checked if email is set properly in the system for the user and if his notification preferences are set to HTML .