RE: Why will my saved search send automated email on update, but not on create?
I am currently trying to create a saved search that will send emails for individual records as they are created and that match the saved search criteria. Newly added records display in saved search results, but an email is never sent. I have tried testing this same saved search using an Updated Field, with success, but I cannot get the system to send it when the record is actually created. I have tried with the below setup with and without defining a custom field on the Updated Fields tab, with no luck.
Are you able to share the search base record type and the criteria/results? If I had to take a wild guess, I’d think that you’re pulling in lines that are not actually a new base record (e.g. you’re running a customer search and pulling in contacts on that customer in the results. If you add new contacts, you’re going to get a new line on the search, but it’s not a “new” record, because it’s not a customer)
If that’s the case (or really either way, just to see if it helps), I’d try checking the “Send on update” checkbox in the “Specific Recipients” sublist in your screenshot (not the Updated Fields area). Assuming your changes are at least updating the base record (i.e. you’re seeing activity in the system notes) this should fire the email.
Another thing to double check (especially if the above doesn’t work and you’re not getting ANY emails from this search) is the “Customize Message” subtab. Be sure that you have a valid, properly formatted email as the From email (I’ve seen searches stop firing when the From email is deactivated). Theoretically you can also leave everything blank, but try throwing your email in there, just to see. You may also need to check with your email administrator and make sure that your email server isn’t just rejecting the emails outright (in which case you may need to setup DMARC/DKIM to resolve).
Hope that helps!
Thanks for the reply, James. It is a custom record called ‘SIT LPC Print Message Action’ in which to test I am manually adding records to the custom record. Attached are the criteria and results.
Also, I did previously try both the Customize Messages tab (both blank and populated) as well as the Send On Update option on the Specific Recipients tab. I also don’t think it would be email server settings because I do receive an email when I set this up to only send email when a specific field is updated.
