Notifications, email logs and cron automation
Understand all event recipients, deduplication, retries, due/overdue reminders and SMTP behaviour.
Guides in this workflow
Follow the guide that matches the exact action, filter, menu change or issue.
Understand Service Journeys notifications
The notification library writes deduplicated log rows and attempts immediate email where recipients apply.
Understand staff recipients
Assigned staff are used first; otherwise active administrators receive staff notifications.
Understand client recipients
A linked active contact is preferred; otherwise the stored contact email is used.
Understand activity notification rule
Client email is considered only when the activity is marked visible; no staff email is generated for staff-added activity.
Understand task notification rule
Clients are notified when a task is visible or client action is required.
Understand task-completion notification rule
Clients are notified only when the completed task is visible.
Understand message direction
Staff messages notify client; client messages notify staff.
Understand document notification direction
Visible staff documents notify client; client documents notify staff.
Understand due/overdue recipients
Due and overdue reminders are staff-only.
Understand notification deduplication
A hash prevents the same event/recipient payload being queued repeatedly.
Understand immediate email attempts
New log rows are attempted immediately.
Understand failed email status
Failed attempts retain error evidence for retry.
Understand retry limit
Failed notifications are retried no more than three attempts.
Understand first retry timing
The first failed attempt becomes eligible after 15 minutes.
Understand second retry timing
The second failed attempt becomes eligible after 60 minutes.
Understand cron retry batch
Each cron run retries at most 25 eligible failed notifications.
Understand due-soon reminders
Outstanding applications due within three days are eligible.
Understand overdue reminders
Outstanding applications with a due date before today are eligible.
Understand reminder scan size
Due/overdue processing evaluates up to 250 application rows.
Run notification automation
The module hooks before_cron_run and calls the notification processor.
Understand sender address selection
The library checks smtp_email, company_email and companyemail options.
Understand BCC configuration
Configured bcc_emails can be applied.
Review notification evidence
Inspect pending, sent, failed or skipped log entries and errors.
Understand event: Application created
The notification/audit layer recognises the Application created event.
Understand event: Status changed
The notification/audit layer recognises the Status changed event.
Understand event: Case updated
The notification/audit layer recognises the Case updated event.
Understand event: Activity added
The notification/audit layer recognises the Activity added event.
Understand event: Task added
The notification/audit layer recognises the Task added event.
Understand event: Task completed
The notification/audit layer recognises the Task completed event.
Understand event: Message added
The notification/audit layer recognises the Message added event.
Understand event: Document added
The notification/audit layer recognises the Document added event.
Understand event: Due reminder
The notification/audit layer recognises the Due reminder event.
Understand event: Overdue reminder
The notification/audit layer recognises the Overdue reminder event.