Troubleshooting: Why wasn’t I notified about a new Request we received?

Check request for assigned approver.

The first thing to check in this scenario is whether the request has an approver assigned.

If there is no approver, that might explain why no notifications were sent for the newly submitted request. To avoid this issue moving forward, you can review the Settings tab on the web form to ensure there is either a user or user group set as the Default Approver.

If you find that there is already a Default Approver for that web form but that user was not assigned to the request, you can check your web form rules in the web form's Rules tab.

Check your webform rules.

Each web form rule contains its own specific Approver field. If a rule is triggered without an approver configured, the request will not be assigned to a user.

If you have reviewed the web form settings and rules and find all the Approver fields were configured properly, you can check your tenant’s Email Settings, found within Global Settings.

Check your tenant's email settings in Global Settings.

Does your tenant use any custom SMTP configuration? If so, do you see anything in the Email Failure Log?

If your tenant uses the out-of-the-box email settings, i.e., “No Accounts to Display”, review the Privacy Rights Automation-related email templates under Email Branding & Templates on the Global Settings menu to ensure the DSAR case assigned and DSAR Group Assigned Case email templates have not been disabled. If those templates have been disabled unknowingly or inadvertently, this would prevent an email notification from being triggered.

Remember that each organization has its own unique set of email templates. If multiple organizations exist within your tenant, confirm which Managing Organization the request is tied to before reviewing the status of those email templates.

If you check all the items above and are still unsure why notifications are not sending, please contact OneTrust Support for further assistance.