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I have created a site to create case. I have a time dependent workflow in case object which will send email alert after one hour if the case is still at queue.

The Workflow action is triggered successfully and i can see it in Monitoring. but the user does not receive any email.

I have checked the email deliverable and i got 52 emails from salesforce. I have added the same email alert in immediate workflow action and i got email. This email alert has VF email template.

Can you help me on this? what could be the possibility of not getting email from sandbox?

Edit: I am using additional email address field only. I have tried with various email addresses.

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3 Answers 3

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In a sandbox the user's email address is changed as part of the refresh process (see guidance here) do that would be why your user cannot receive the email. Update the address to be correct and retry.

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  • I am using only additional email addresses.
    – goodForce
    May 13, 2014 at 12:14
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You might also check email deliverability in the sandbox setup page.

Go to Administration Setup > Email Administration > Deliverability and then select Access level of All Email. If this was System email or No Access, then this would be blocking emails from workflow rules.

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  • user2373234, consider also explaining why you feel this answers the question.
    – Samuel De Rycke
    May 12, 2014 at 7:23
  • @SamuelDeRycke Sorry, I'm pretty new here and was in a rush when providing this answer. Is it better to give no reply than a short one?
    – Paul Schnau
    May 12, 2014 at 12:27
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    Not necessarily, but you can still edit/update/improve it right now :-)
    – Samuel De Rycke
    May 12, 2014 at 13:12
  • Thank you! After hours of searching, this finally worked for me!
    – ViqMontana
    Jan 22, 2020 at 16:16
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In addition to the answer from @pbattison, the diagnostic steps to look at would be

  1. Examine Debug log to verify Email Alert is created (you did this)
  2. Go to Monitoring | Email Logs and request an email log for the time period in question

The email log is very useful as it will document any errors in sending/receiving the email. For example, you might find that email couldn't be delivered because the email address is incorrect (as suggested by @pbattison), or, more interestingly, as this happened to us two weeks ago, you get a DMARC error when dealing with yahoo.com domains. See this KB article: https://help.salesforce.com/HTViewSolution?id=000193813

Lastly, email messages are never sent by testmethods (for obvious reasons - they would spam users)

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  • I have checked the above, but i do not see anything wrong. finally i have created case with salesforce support. I will update once it is resolved. Thanks
    – goodForce
    May 13, 2014 at 12:14
  • So, the SFDC log says the email was received by the recipient's email system? If yes, then it could be a spam filter on the recipient's end
    – cropredy
    May 13, 2014 at 19:56

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