I’ll walk you through the complete solution for this multi-tenant cloud workflow notification issue:
1. Notification Service Configuration
In Pega Cloud multi-tenant environments, the notification service requires explicit configuration at multiple levels. Navigate to Configure > System > Settings > Notifications and verify:
- Notification service is enabled for your tenant
- Email listener is running (check System > Operations > Listeners)
- Batch notification processing is configured with appropriate intervals
2. Email Connector Setup
The key issue here is likely the email account configuration. In cloud instances, update your email account rule:
Email Account: ManagerApprovals_Email
SMTP Server: smtp.pegacloud.io
Port: 587 (TLS) or 465 (SSL)
Authentication: OAuth2 or SMTP Auth
Enable for Notifications: CHECKED
Critically, ensure you’re using Pega Cloud’s approved SMTP relay service, not a direct external SMTP connection. External SMTP is often blocked by cloud security policies.
3. Multi-Tenant Permissions
This is where most cloud migrations fail. Each tenant operator needs specific permissions:
- Access group must include PegaRULES:Notifications privilege
- Operator must have “Send Correspondence” permission in their access role
- The application rule must explicitly allow email sending for the tenant
Verify in Records > SysAdmin > Access Group that ManagerApprovals workbasket members have these permissions.
4. Workflow Rule Debugging
Your workflow configuration looks correct, but let’s verify the notification attachment:
// Check in workflow shape properties:
1. Assignment shape > Notifications tab
2. Verify correspondence rule: EmailApprovalRequest
3. Ensure "When: Routed" event is selected
4. Confirm recipient resolution uses .Assignee property
5. Test correspondence rule independently
Run the correspondence rule with sample data to isolate whether the issue is in the workflow routing or the email sending mechanism.
Additional Troubleshooting Steps:
- Check System > Operations > Email Processing to see if emails are queued but failing to send
- Review Tracer for the notification activity execution - look for security exceptions or permission denials
- Verify that the manager operators have valid email addresses in their operator records
- Test with a simple notification (no workflow) to confirm basic email functionality
Common Cloud-Specific Gotcha:
In multi-tenant Pega Cloud, the notification service sometimes requires a restart after permission changes. Contact Pega Cloud support to restart the notification service for your tenant if configuration changes don’t take effect immediately.
After applying these fixes, test the workflow end-to-end with tracer enabled to confirm notifications are being generated and sent successfully at the manager approval stage.