Task email notification doesn't send sometimes

Question

i've searched for info but still can't figure out why this is happening. I'm also at the moment with a case open on salesforce and me&support are trying to figure out what is happening.

As you know salesforce is programmed to send an email notification to the task owner when it is created (only if you have this feature enabled, which it is by default). We've activated all the features that you need to recive the mails (actually the users recieve some times the mails , sometimes not).

The weird thing about this is that the task is created all the times correctly but the emails isn't sent sometimes(which is suposed to be an automated SF process).

This is the code where we create the task (I didn't write it).

public void notifySales (Map<Id,Id> recordUser, Boolean alreadyAssigned){
    Map<Id,Task> auxController = new Map<Id,Task>();
    for(Id iter : recordUser.keySet()){
        if(String.valueOf(recordUser.get(iter)).startsWith('005')){
            if(!auxController.containsKey(recordUser.get(iter))){
                auxController.put(recordUser.get(iter), new Task(OwnerId                   = recordUser.get(iter),
                                                                 ActivityDate              = System.today(),
                                                                 IsReminderset             = true,
                                                                 Type                      = 'Record Assignment',
                                                                 reminderDatetime          = (system.now()).addSeconds(10),
                                                                 Did_you_speak_with_CFO__c = 'No',
                                                                 WhatId                    = (String.valueOf(iter).startsWith('001'))?iter:null,
                                                                 WhoId                     = (String.valueOf(iter).startsWith('00Q'))?iter:null,
                                                                 Subject                   = (alreadyAssigned)?label.InboundSubjectII : label.InboundSubject,
                                                                 Description               = 'Records to review :\r \r https://eu2.salesforce.com/'+String.valueOf(iter)));

            }else{
                auxController.get(recordUser.get(iter)).Description += '\r https://eu2.salesforce.com/'+String.valueOf(iter);
            } 
        }
    }   

    Database.SaveResult[] sRList = Database.insert(auxController.values(), false);
    for(Database.SaveResult sR : sRList){
        if(!sR.isSuccess()){
            for(Database.Error err : sR.getErrors()){
                ApexPages.addMessage(new ApexPages.Message(ApexPages.Severity.ERROR,'A notification failed due to'+err.getMessage()+'.'));
            }   
        }
    }       
} 

Another thing I found is that when the status of the Task is 'Not completed' the mails isn't sent and when it's completed the user recieved the mail.

Why is this happening? How could I solve it?

Answer 1

Looking at your code, here's a few things I see that might be helpful to you in sorting this out.

auxController.put(recordUser.get(iter), 
      new Task(
        OwnerId = recordUser.get(iter),
        ActivityDate = System.today(),
        IsReminderset = true,
        Type = 'Record Assignment',
        reminderDatetime = (system.now()).addSeconds(10),
        Did_you_speak_with_CFO__c = 'No',
        WhatId = (String.valueOf(iter).startsWith('001'))?iter:null,
        WhoId = (String.valueOf(iter).startsWith('00Q'))?iter:null,
        Subject = (alreadyAssigned)?label.InboundSubjectII : label.InboundSubject,
        Description = 'Records to review :\r \r https://eu2.salesforce.com/'+String.valueOf(iter)));

It appears to me that the code above puts things into a map when a Task is created by a User where the WhatID is for an Account (based on WhatId = (String.valueOf(iter).startsWith('001'))?iter:null,). Reminder is set to True (IsReminderset = true). Oddly, it sets the reminder for 10 seconds from Now() (reminderDatetime = (system.now()).addSeconds(10)). I also noticed that these Tasks are of `Type = Record Assignment'.

From this, an auxController class is called to get the User Record Info needed to create the task. It appears that your system is relying on the reminder that's set for 10 seconds from system.now() to open a pop-up on your user's desktop to immediately notify them of the new Task. It doesn't in any way trigger an email.

That section of code appears to be for creating new Tasks related to account transfers. There's an additional section of code in an else statement that presumably covers Tasks created for all other objects. If it doesn't, that might help explain why the emails aren't being received:

}else{
   auxController.get(recordUser.get(iter)).Description += '\r https://eu2.salesforce.com/'+String.valueOf(iter);

} 

The rest of the code is for the Database Insert of the Task records. If the other Tasks aren't being created with reminders or the notification options set, it would seem that there's nothing in place in your code for this to happen.

There's certainly nothing in the code above that creates an email message related to these Tasks. I'd recommend you look at the auxController class to see if it contains code to create a notification email based on the information that's passed to it from the above class.

To clarify something, the reminder can be set for any date-time and is not the same as the notification you're speaking of. It's intended as a pop-up reminder on the desktop that the task is coming due and requires action. It's most helpful when a task has a due date that's more than a few days out.