New article
Recently updated
Troubleshooting notifications sending to inactive users
Who is this article for?
Users managing email notifications
Administrator permissions are required to resolve the issue.
Inactive users will continue to receive system notifications if they remain assigned to records monitored by automated Robot jobs.
This article explains why this occurs, how to prevent it, and how to identify affected records.
1. Issue
In some cases, notifications (emails) may still be sent to inactive users. This happens when an inactive user is still assigned to records that trigger automated Robot job notifications.
The specific records affected depend on which Robot jobs are active in your system.
| Module | Recipient |
|---|---|
| Action Updates | Respondent |
| Risk Management | Business Owner |
| Certifications | Business Owner for the Audit Process or Control |
| Document Requests | Respondent |
2. Solution
There are two ways you can resolve this issue.
2.1. Reassign affected records
Where possible, assign an active user to the affected Action, Entity Risk, Audit Process, Control, or Document Request. Future notifications will then go to the newly assigned user.
To find the items that need reassignment, follow the steps for the relevant module.
Action Updates
To find items:
- Go to Action Tracker.
- Set Respondent in the top-level dropdown filter.
- Select the user.
Risk Management
To find items:
- Open the Analysis screen
- Switch to Entity Risks view
- Apply the Business Owner pre-filter
Certifications
To find items:
- Open the Analysis screen.
- View by Audit Processes.
- Apply the Business Owner pre-filter.
- Repeat for Controls.
Document Requests
To find items:
- Go to the Analysis screen.
- Switch to Document Requests.
- Apply the Respondent pre-filter.
2.2 Remove email address from user
Edit the user’s Contact/Staff record and remove their email address. This immediately prevents any future notifications from being delivered to that person.