Troubleshooting - users are not receiving alerts

If a DemandCenter user is reporting that they are not receiving alerts, then follow the steps below to troubleshoot common issues.

Ask the user to check their spam folder(s)

The DemandCenter user's email client (Microsoft Outlook, Lotus Notes, etc.) or security systems may have misidentified the real-time alerts as spam. Please have the user check their spam folders and outside email security filters (Postini, etc.) for the alert emails. Microsoft Outlook and other email clients often have standard "Unread Email" searches that can be used to see all unread items including any received alerts.

To resolve, have the intended recipient try the following:

• Add rules to the email client to prevent alerts from being sent to "spam" or "junk" folders.
• Mark the email address: noreply@etrigue.com as an approved sender in the email client.
• Ask your email administrator to whitelist emails sent from noreply@etrigue.com on your organization's email server and security systems.

Check the settings of Alert Rules to confirm that the user is listed as a recipient

1. Go to Alerts > Known Prospect Alerts or Anonymous Prospect Alerts.  
2. Click the Edit  icon to the right of the Alert that you expect your user to receive.
3. Confirm that the user is listed under Users to Alert.

1. If YES -- good. Move onto the next section.
2. If NO -- the user is not configured as a recipient of the Alert.
   Under Users to Alert, click +Add Users to add the user to the list of alert recipients.

Check the user's access and permissions (Roles)

In DemandCenter, every prospect is owned by a user. By default, a user can only view/edit prospects that they directly own. As such, users can only receive alerts for prospects that they own.

It is important to note that having a user configured on a lead alert rule does not necessarily mean that the user will receive lead alerts. Users only receive alerts for prospects that they own. However, user access can be expanded to include all prospects.

Administrators on occasion will create new users, but forget to manage the permissions of the new users. The next place to troubleshoot is to see what Roles are assigned to a user.

1. Go to Settings > User Management.
2. Under the table of users, For the user that is not receiving alerts, confirm what role is assigned.
   
   
   • If no roles are assigned, then the user will only receive alerts that they own. To expand their access, assign the user to a Role that has the Access all Prospects permission.
     
     Below is a screenshot of a sample role that has the permission.
     
     
3.  If the user is assigned to a Role, go to the Roles tab and verify that the role contains the Access all Prospects permission. If not, then either assign the user to a role that does, or create a new role that gives that permission.
   
   For convenience, all DemandCenter accounts come with a pre-defined role that includes the Access all Prospects permission. The name of the role is called Prospect Visibility. Users may find it easier to just assign or add them to this role.
   
   
4. After you have modified the Roles, verify that alerts are being received.