There could be a number of reasons that an automation rule does not trigger; the emails could be wrong, or the trigger is not met.
You can view why the automation rule has not triggered from the service user's history to do this:
Click the three-line menu.
Select the relevant service that the service user is under.
Select the relevant service user, then from the left-hand panel, select History.
Under the rules history, locate the automation rule you need.
The status shows Unexecuted - Criteria not met if it has not triggered.
🤓Tip: You can click the record to see why it has not triggered and make the relevant amendments. Here is a handy guide on how to edit automation rules.
Email not being received
You can check who the email is being set to from the rule history. Automation rules are set up via role; as long as the employee is added to the role, they'll get the emails.
Who gets the email
To view who is getting the email, follow these simple steps:
Click the three-line menu.
Select the relevant service that the service user is under.
Select the relevant service user, then from the left-hand panel, select History.
Under the rules history, locate the automation rule you need.
Click the rule, here it shows you all email recipients who received the email.
Check roles
If the employee is not getting the emails after checking the email recipients, make sure that they are assigned to the correct role for the automation rule. When creating the automation rule, you add the role you want the automation rule to be sent to. You need to make sure that the relevant users are in that role. To do this, follow these simple steps:
Click the three-line menu.
Select the relevant service that the service user is under.
Select the relevant service user, then from the left-hand panel, select Roles.
Locate the relevant role and ensure the employee is a part of the group or the employee section.
Employee email
Make sure that the employee has an email associated with them to do this, follow these simple steps:
Click the three-line menu.
Click Configuration, then click Employee.
Select the relevant employee.
Ensure they have the correct email.
If not, click Edit, add the correct email.
Click Update.