Troubleshoot notification issues with cmn_notif_device and cmn_notif_message tables

This article explains how the Notification Device [cmn_notif_device] table and the Notification Messages [cmn_notif_message] tables work and helps you resolve common user configuration errors that cause notification failures. Notification issues relating to misconfigured users can include messages like the following:

• "Email validation failed: Email has no recipients"
• "Flow Designer Action 'Send Email' not including user in CC"
• "Excluded recipients because user has no usable devices" 

All supported releases

Notification Device [cmn_notif_device] table 

When you create a record in the User [sys_user] table, the system automatically creates a corresponding record in the cmn_notif_device table. Updates follow the same pattern.

For example:

• When you update a user's email address in the sys_user table, the email address is updated in the cmn_notif_device table by running the Update email devices business rule. 
• The primary address in the cmn_notif_device table is used to send notifications. This overrides the email address configured in the sys_user table.
• If a user lacks an active or valid cmn_notif_device record when referenced in notifications, flows, or sub-flows, they cannot receive notifications. This applies to users in the To, CC, or BCC fields.

Resolve missing notifications due to inactive or invalid cmn_notif_device records

Add the primary email device.

As a user, you can do the following:

1. Go to Self-Service > My Notification Preferences.
2. Select Create New Device.
3. Enter your primary email address.
4. Select the Primary Email check box to set it as your primary notification channel.

As an admin, add a primary email device a user:

1. Go to the cmn_notif_device table
2. Select New.
3. Complete all details to create a new primary email device record.
4. If a record already exists but is inactive, simply activate it.

 

Notification Messages [cmn_notif_message] table

Notifications are defined in the Email Notifications [sysevent_email_action] table. Notifications with [Subscribable] [=] [true] conditions are available for subscription. When you receive a notification for the first time, it appears in your subscriptions and can be modified from there. 

Subscriptions are stored in the Notification Messages [cmn_notif_message] table.

To subscribe to certain notifications by default:

• Configure a business rule that creates the necessary entries in the cmn_notif_message table when a user record is inserted.
• To subscribe existing users, use a scheduled job or a background script. 

If multiple users subscribed to the same email notification, there will be one record created for each user for this email notification in this table.