If Absence Trigger Points in CorePortal are not sending any emails or notifications, there are six possible causes and corresponding resolutions to check:
Possible causes and resolutions
Cause 1: Trigger Point Rule not added to a Grouping
Resolution:
Ensure the Trigger Point Rule is added to the correct Group ID or Grouping.
In CorePortal, go to Administrator Dashboard > Trigger Points > Rule Grouping.
Confirm the rule is assigned to the Grouping that matches your company setup (e.g., Grouping 1 if your company uses Group ID 1).
Cause 2: No Organisational Role configured on the Trigger Point Rule
Resolution:
Edit the notification settings to assign an Organisational Role.
In CorePortal, navigate to Administrator Dashboard > Trigger Points > Rule Grouping > Notification Details > Organisational Roles.
Add or update the relevant organisational role(s) for the notification.
Cause 3: Known issue with Reminder Rules using certain absence date options
Issue:
Reminder Rules configured with Days after the end date of Absence or Days after the start date of Absence do not send notifications.
Resolution:
This was fixed in minor release v22.0.13. Ensure your system is updated to this version or later.
Cause 4: Invalid log file directory path
Resolution:
The log file path must point to a valid directory on the database server.
This requires Support to run database scripts to update the path.
Please raise a support case online referencing this issue.
Cause 5: Trigger Points not activated for the CoreTime Company
Resolution:
Activate Trigger Points in the CoreTime back office:
Go to CoreTime > System Params > Reference A-C > Control Parameters
Select the company
Click Trigger Point Groups
Tick Activate Trigger Points checkbox
Select a default code
Click Save
Cause 6: Scheduled database job has stopped
Resolution:
The scheduled job that sends trigger points may have stopped.
Support must restart this job.
Please raise a support case online referencing this issue.
If you have checked all the above and the issue persists, please contact Support with details of your setup and the steps you have taken.