Troubleshoot Service Desk email delivery

Symptom. Some users receive emails while others do not, or routine emails stop arriving while critical ones still come through.

Cause. Calm Mode suppresses notification email at four levels (Off, Calm, Calmer, Calmest) while keeping in-app inbox notifications instant. Per-category and per-channel preferences can also disable email for specific notification kinds.

Fix.

1. Ask the affected user to open Settings > Notifications (Personal) and check their Calm Mode level.

2. Look for notification kinds with a Calm badge next to an unticked email checkbox. Tick the checkbox to override suppression for that kind, or click Following Calm · Reset to restore the default behavior.

3. Check Channel preferences. If a channel is set to Required, the user only receives mandatory notifications on that channel.

4. Remember that the Outstanding Items Summary always sends by email regardless of Calm Mode.

For a full breakdown of what each Calm Mode level suppresses, see Calm Mode. For detailed preference controls, see Configuring Notification Preferences.

Symptom. Report email addresses do not appear, or emails sent to a report address do not create issues, requests, or incidents.

Cause. Inbound email may not be turned on for your organisation, or the module-level option is turned off.

Fix.

1. Confirm you have the Admin role for your site.

2. Check that Settings > Inbound Email is visible in the menu. If it is missing, inbound email is not turned on for your organisation. Contact your administrator or CalmCompliance support to activate it.

3. Go to Settings > Service Desk and enable Allow Inbound Email Issues, Allow Inbound Email Requests, or Allow Inbound Email Incidents as needed.

4. Return to Settings > Inbound Email > Report Email Addresses tab and confirm the addresses are displayed.

See Inbound Email for the full setup guide.

Symptom. An email was sent to a report address or reply token, but no record or comment was created.

Cause. The inbound email encountered a processing error or is stuck in the queue.

Fix.

1. Go to Settings > Inbound Email > Inbound Emails tab.

2. Find the email in the list and read its status: Processed, Pending, or Failed.

3. If the status is Failed, check the error message shown. If the status is Pending, wait a few minutes and refresh. Persistent Pending status may indicate a backlog—contact support if it does not clear.

Symptom. Replying to a notification email does not add the reply to the comment thread.

Cause. The sender is not recognized as an organisation member or company contact, or Allow Inbound Email Comments is disabled for that module.

Fix.

1. Ensure the reply is sent from the email address of a registered organisation member or company contact.

2. Check the module settings (for example, Settings > Documents or Settings > Issues) and confirm Allow Inbound Email Comments is enabled.

3. Check the Inbound Emails tab for the email status and any error.