One inquiry we receive from customers involves employee, tenant, or vendor users who are not receiving notification emails. Below is a step by step list of what to check first when you have this issue reported to you.
1. Audit the user's email address: Was this entered correctly in the system? If not, edit and save the user's email address within their respective property management employee, tenant employee, or vendor employee profile.
2. Check the Notification module: Property Management users can access the Notifications module within their Admin menu. After clicking "Notifications" from the menu, you will see a list of rules that are configured at each of your properties. You can read these rules from left to right in order to understand what each rule means. For example, a rule might say that All issue types that are entered at ABC Building into the New status are set up to Notify John Smith via Email.
You can click into the issue types listed on the left of this main page to edit any rules that have been created. New rules can also be added to the list by selecting the + icon at the top right of your page. See more helpful configuration tips in the Notifications section of this Support Center.
3. Check your email's SPAM folder: It's no secret that there a lot of spam emails floating around in our world today, and employer IT departments do all that they can to block those from ever entering our inboxes. Sometimes, however, those security settings end up blocking emails we actually do want to receive. If a Building Engines email ends up in your SPAM folder, add the address - buildingengines@requestcom.com - to your "Safe Senders" list. Your IT department can assist with this if need be.
4. Allow Building Engines' Email Domains & IP Addresses: Similar to a SPAM filters, some email security settings will completely block emails from entering both the email inbox and SPAM folder. In these rare cases, it's best to have your IT department allow each of the domain and IP addresses that our notification emails are being sent from:
a. requestcom.com
b. buildingengines.com
c. 192.237.158.117 ( Mailgun server IP )
d. 74.208.146.238 ( MX record for mail.requestcom.com )
5. Test with a Personal Email Address: A final way to test that notifications are being sent from our system is to change the user's email address to a more open Yahoo, Gmail, Hotmail, etc. type of email address. If that less secure email inbox is able to receive our emails correctly, it is highly likely that steps 3 and 4 above should be considered as potential fixes.
Note: The Notifications module does not allow rules to be created for Visitor check-ins. These users will check off whether or not they would like to receive an email during the submission process. Steps 1, 3, 4, & 5 can still be applied to these reported issues.
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