Troubleshooting Reminders

Reminders Not Being Sent

If a scheduled reminder hasn't been sent on the expected date:

1. Check the Reminder Status:

   • Navigate to the contract's Reminders tab

   • Verify the status is SCHEDULED, not ON HOLD

   • Confirm the reminder date is correct

2. Review Audit Logs:

   • Go to Settings > Audit Logs

   • Look for "check Reminders" and "update Reminder Status" entries

   • Check for FAIL status indicators

   • Expand failed entries to see error details

3. Verify System Time:

   • Reminders are processed based on server time

   • Check the "Current Server Time" displayed in Audit Logs

   • Ensure your expected trigger time aligns with server timezone

4. Contact Support:

   • If reminders consistently fail, submit a support ticket

   • Include the contract name, reminder date, and any error messages from Audit Logs

Recipients Not Receiving Emails

If recipients report not receiving reminder notifications:

1. Verify Email Addresses:

   • Ensure all recipients have valid email addresses in their Jira user profiles

   • Check with your Jira administrator if email settings are correct

2. Check Spam/Junk Folders:

   • Reminder emails may be filtered as spam

   • Ask recipients to check spam folders and whitelist the sender

3. Confirm User Permissions:

   • Recipients must have at least reader access to the contract

   • Verify permissions in the contract settings

4. Review Audit Logs:

   • Check for notification delivery failures in Settings > Audit Logs

   • Look for specific error messages related to email delivery