Troubleshooting
Problem
You may face an issue scenario where you have an escalation to send email notifications and even though these escalations are successfully running every day, end users have not received Escalation where clauses are written correctly and they running on schedule.
For example :
To configure that, you created a ROLE that is for the WORKORDER object, the type is "a set of data related to the record" and the value :lead
To configure that, you created a ROLE that is for the WORKORDER object, the type is "a set of data related to the record" and the value :lead
You might be asking : Does a Role of type dataset send an email?
The role type of “A set of data related to the record” is often known as the DATASET role. It is the most common type of role as it can be used to resolve to any field that contains a person or email address in Maximo. If the attribute selected in the "Value" field of the Role is an email value field and not a person (PERSONID), for example, you need to let Maximo know this by selecting the E-mail checkbox. This checkbox indicates that you expect the field to contain an email address rather than an ID. The "Email" checkbox in the role configuration indicates that the data returned by the role is already an email address. If this checkbox is checked but the role returns a person ID, Maximo will not perform the necessary lookup to find the email address associated with the person ID.
In case you are not receiving the communication email from you escalation / notifications (derived from communication templates) our suggestion is that you check if the roles used in the communication templates are configured to expect email addresses directly, when they are probably returning person IDs, and this misconfiguration prevents the system from resolving the correct email addresses, leading to the failure in sending notifications.
Document Location
Worldwide
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Document Information
Modified date:
18 September 2025
UID
ibm17182990