Audit emails help keep your team updated by sending notifications when actions are needed or statuses change. If these emails aren't being received, it’s usually due to issues with email triggers, user email addresses, or system email settings.
This guide shows you how to check and fix each of these areas so that emails are sent correctly.
Email trigger setup
To ensure audit emails are sent, check that the correct roles are assigned in the email trigger settings.
From the left menu, click Admin.
Under Email Configuration, click Email Trigger Configuration.
Locate the email trigger in the list.
Check that the Roles Assigned include the role required.
If the setup is missing the role required, click Edit.
Use the Configure Roles drop-down and select the roles required.
Click Save.
Email configuration setup
If the email triggers are set up correctly but messages still aren’t sending, check the email configuration settings to make sure emails aren’t being held or redirected.
Click the Admin option from the left menu bar.
Under Email Configuration, click Email Configuration.
The top section of the screen shows the email Hold Status and email addresses that override other settings.
To ensure emails are sent, the settings should be set to:
Hold Status: Release
Top level overriding email address: Blank
BCC email address: Blank
Amend email configuration settings
If you need to amend your settings, follow these steps.
📌Note: Releasing all emails will send every queued email in the system, including audit submissions, action owner notifications, and CQC notifications.
In the Email Configuration section, click the edit icon
Click the Hold Status drop-down box and select Release.
Select Release from now or Release all previous emails.
Clear the Top Level Email Address field.
Clear the BCC Email Address field.
Click Save.
Check the recipient's employee record
To ensure emails are received, users must have valid email addresses on their employee records. Follow these steps to check and update:
From the left menu, click People.
Click Employees.
Use the Name box to search for the employee.
Click their name to open their record.
Under Team Member Email, check for an email address.
Add an email address
If the email field is empty or incorrect, enter the correct email address.
Type in the email address.
Scroll down, then click Save.
The employee will now start receiving emails.