Troubleshooting Email Notification Issues

If your employees are not receiving email notifications for related transactions, such as Leave Application etc, it is most likely due to the following reasons:

  • Email Notification set to “Only critical emails”

    If Email Notification options have been set to “Only critical emails” for Administrator or Employees via Employer → Setting, then all transactional emails will not be delivered to the relevant target. Transactional emails refer to messages related to leave applications etc

  • Mailbox issues

    1. mailbox may be unreachable, i.e. it is disabled or deleted
    2. mailbox may be out of storage, i.e. could no longer accept new emails
    3. emails may have landed in junk mail folder
    4. mail server may have aggressive anti-spam rules that accidentally rejected emails from HR.my
  • Workflow configuration issues

    For instance, if you set up a Leave Approval Workflow so that a new leave application must be reviewed by Line Manager, Head of Department and a Custom Role (such as COO):

    1. check if the applicant is assigned to the correct Leave Worflow via Employee → Employment Terms
    2. check if the applicant’s Line Manager and Department are assigned via Employee → Placement
    3. check if the Head of Department is assigned via Employer → Department
    4. check if the Custom Role (e.g. COO) is assigned via Employee → Custom Role
  • Web account issues

    1. If the web accounts of the applicant or managers (Line Manager, Head of Department or a Custom Role such as COO) have been disabled, they will not receive email notifications too. Confirm if their web account is enabled via Employee → Web Account
    2. Similarly, if the mailbox used to register the web account is not reachable (see Mailbox issues above), HR.my will stop sending email notification to that particular employee
  • Administrator mailbox unreachable

    If the Administrator’s (Employer account owner) mailbox is unreachable, HR.my will stop email notifications to ALL employees under the Employer account.