The notification preferences page makes mandatory notifications show as though all devices would receive the notification. There is no means to switch off preferences for any of the devices. The problem is that only devices with a cmn_notif_message for a mandatory notification receive the notification.

Steps to Reproduce


  1. Navigate to User Administration > Users
  2. Open the record for Beth Anglin.
  3. In Related Links, click Notification Preferences.
  4. Ensure that a primary email device is specified.
  5. Refresh and add a second notification device.

  6. Navigate to System Notification > Email > Notifications.
  7. Create a new notification or open an existing notification (for example, Incident assigned to me).
  8. Make the notification mandatory.
    You may need to configure the form and add the Mandatory field.
  9. Ensure that the notification triggers for Beth Anglin.
    For example, if you made the Incident assigned to me notification mandatory, create an incident and assign it to Beth.

    create incident

  10. Navigate to User Administration > Users.
  11. Open the record for Beth Anglin. 
  12. In Related Links, click Notification Preferences.
  13. Validate that both devices show the mandatory notification as enabled.

    both devices show notification active

    Note that only the primary device received the notification because the user has only one device on cmn_notif_message for the notification. 

    only one message on cmn_notif_message



To enable mandatory notification on non-primary devices, ask your users to perform the following procedure.

  1. Open their profile.
  2. In Related Links, click Notification Preferences.
  3. Find the notification.
  4. Set the dial on the non-primary device to disabled and then back to enabled.

    enable and disable the notification

    Users will then start receiving the notification because a new cmn_notif_message record was generated.

    two records on cmn_notif_message


Related Problem: PRB714393

Seen In

Geneva Patch 6
Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 5

Fixed In

Helsinki Patch 10

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:33:12
1-secundary.pdf2-triggeri.pdf3-both-active (2).pdf4-cmn_notif_message recor.pdf5-workaround.pdf6-pwl.pdf