Why Are My Violation/Warning Notification Emails Not Going Out?

This article is designed to assist OPS-COM administrators in identifying and resolving issues preventing violation or warning notification emails from being sent to users.

Purpose and Overview

When a violation or warning is issued in the system, OPS-COM can automatically trigger notification emails to the responsible party. If these notifications are not being received, this guide outlines the necessary configuration checks and system requirements to ensure email delivery functions correctly.

Setup and Configuration

To ensure emails are processed successfully, verify the following configurations:

User Information: Confirm that the user is marked as the Primary Driver and has a valid email address associated with their account. The system automatically sends emails to the primary driver; users without an email address are instead flagged for Letter Reports.
Email Templates: Navigate to System Configuration then Content & Designs and click Email Templates to ensure that the templates for violation notices are properly configured and enabled.
System Tasks: Navigate to Tools then View System Task Logs to verify that the New Violation Notices system task is enabled and running correctly (either on a set schedule or via manual trigger).
Warning Settings: If you are sending warnings, navigate to System Configuration then System Settings and click Violations. Ensure that the Send Notices For Warnings checkbox is enabled.
Notice Parameters: Within Tomahawk Options then System Settings, verify the Violation days until due configuration. Additionally, check the Collections settings to ensure Include All Unpaid Violations is set according to your organizational requirements.

Troubleshooting and Inspection

If configurations are correct but emails are still not sending, follow these steps to investigate further:

Navigate to Violations and select Letter Report.
Inspect the report to identify users who lack valid email addresses or who have unsent notices.
Manually review these entries to determine if they meet the criteria for automated notification.

The system only triggers initial emails for New Violations (those issued on the current day). Existing or older violations may not trigger an automated notification email after the initial issuance date has passed.

Best Practices and Considerations

Maintain Accurate User Data: Regularly audit user profiles to ensure Primary Driver contact information, particularly email addresses, is up to date to prevent communication gaps.
Monitor Task Logs: Periodically review the System Task Logs to confirm that automated processes are executing as expected without errors.
Consistency in Reporting: Use the Letter Report as a standard tool for identifying users who fall outside of the automated email criteria, ensuring these individuals receive necessary physical notices.