Triggering Escalation is one of the powerful and useful features within Sage CRM. With the help of Escalations, you can perform numerous actions within Sage CRM application such as displaying on-screen notifications for users, sending emails to customers, setting certain field value, execute SQL statement or run stored procedures, etc.
Another feature mostly used in combination with Escalation is on-screen notification. It can keep users notified of various activities based on certain conditions such as what’s moving in their pipeline, getting notified about record assignment etc. Sage CRM has inbuilt functionality to either display on-screen notifications or send out email notifications. System Administrator can configure notifications in two ways i.e., either directly from the customization section for standard entities like for Company, Person, Cases, Opportunity, and Lead, etc., from the Notification tab or either from the Advanced Customization section for standard as well as for custom entities from the Escalation.
Sage CRM‘s on-screen notification displays on-screen notifications to the user within the system. Whenever a user login into the system, user can see the count of unread notifications on the notification icon. On-screen notifications can be viewed at the top right corner. With the help of an on-screen notification, the user can redirect to the summary screen of that record without having to find the same using the search option. Users can create on-screen notifications for all the standard entities as well as for custom entities. In this blog we are going to explain about an error faced for on-screen notification.
We were working on an on-screen notification to send notifications to the user to whom the entity record is assigned. We created a notification from Escalation, but whenever user to whom the entity record is assigned logged into the system, got an error on the notification tab. The error is unexpected event running Escalation Rule. You can refer to the below screenshot for your reference.
To find the root cause we have gone through the System logs and SQL logs but no luck, even we have checked that the tomcat and CRM escalation services are running or not, but both the services were running fine.
After further debugging, we found that we had created one new custom field for a standard entity which is of user select type and added the same field in the on-screen nonfiction message content. Also, we found that the field value was blank against that entity record. Because of this we have got the error for on-screen notification for that record as shown in the above screenshot.
We updated the values in that field against the entity record and checked the on-screen notification for that record, and the on-screen notification started working fine. You can refer to the below screenshot.
In this way you can avoid such type of error for on-screen notification in Sage CRM just by checking the null value in custom field which is added for on-screen notification message content.
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