Email Queue

The Email Queue serves two purposes: it is an audit log of every email OSPROV sends, and a retry mechanism for failed deliveries. Every outbound email — successful or not — is recorded here.

note

Email failures do not block workflow progression. The workflow continues regardless of whether the email was delivered. Failures are captured here for later retry.

Navigate to Admin → Email Queues to access it.

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Tabs

• Pending / Failed — emails that have not been delivered yet
• History — emails that were sent successfully

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Status Meanings

Status	What it means
pending	Send attempt failed — queued for auto-retry
failure	One or more retry attempts also failed
completed	Delivered successfully

Both pending and failure appear in the Pending/Failed tab and are eligible for retry.

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Auto-Retry

A background job runs every 30 minutes and automatically retries failed emails.

Rules:

• Picks up emails with status pending or failure where retry count < 3
• Increments the retry counter on the row before attempting
• Waits 10 seconds between each email to avoid flooding the mail server
• On success → marks row as completed
• On SMTP failure → marks the original row as completed and creates a new pending row with retry count reset to 0

The 3-retry cap applies per row. Because SMTP failures create a fresh row, the same logical email can re-enter the retry queue repeatedly. In practice the system keeps attempting until it succeeds or an admin intervenes. If the same email keeps reappearing in the Pending/Failed tab, check the last_error — a persistent error (invalid address, mail server misconfiguration) will not self-resolve.

Retry re-runs the original notification logic

When OSPROV retries an email, it does not resend the stored email body. It re-runs the original notification logic fresh from the workflow submission and task configuration. If the email template was changed after the original failure, the retried email will use the updated template content.

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What Admins Can Do

View an email

Click any record in either tab to open it. You can see:

• Full rendered HTML of the email — exactly what the recipient would receive
• To / CC / BCC recipients
• Subject (already resolved)
• Email type and linked submission
• Last error message from the most recent failure attempt
• Retry count

Manual retry

From the Pending/Failed tab, click Retry on any email to immediately attempt resend. Manual retry bypasses the 3-attempt cap — an admin can retry even after auto-retry has exhausted its attempts.

After a successful manual retry, you will see two completed entries in the History tab for that email — one from the resend and one from the original attempt being closed out. This is expected, not a bug.

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What Each Record Contains

Field	What it stores
Type	Which workflow function triggered it (Notification, Approval, Reminder, Document, etc.)
To / CC / BCC	All recipient addresses
Subject	Already resolved with placeholder values
Body	Full HTML with all placeholders substituted
Attachments	Filenames of any attached files
Linked submission	Click-through to the source submission
Last error	Exact error message from the most recent failure
Retry count	Number of auto-retry attempts made

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Auto-Cleanup

The same background job that handles retries also deletes old records:

Rule	What gets deleted
Completed emails older than 30 days	Removed from History
All emails (any status) older than 4 months	Removed regardless of status

If you need to retain email history longer for audit purposes, this requires a configuration change — raise it with your system administrator.

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Troubleshooting

Problem	Likely cause
Email in Pending/Failed but workflow already completed	Normal — email failure does not block the workflow. Retry from the admin panel.
Placeholder shows as literal [fieldKey] text	Field key not found in submission data. Check Technical Properties — it's case-sensitive.
No recipients received the email	Role on Notification task has no users matching the workflow's auth channel. Consider ticking "Ignore Authorization Channel" on the task.
PDF attachment missing from email	PDF generation failed silently. Email was still sent without attachment. Check submission for the PDF and investigate document generation logs.
Same email appearing multiple times in History	Expected after retries. Each successful resend creates an additional completed record.
Email repeatedly reappearing in Pending/Failed	Each SMTP failure creates a new queue row with retries reset. Check last_error — if it's always the same error, fix the underlying issue (invalid address, mail server config) and manually retry.
Notification task not triggering	Check the Previous Status setting. If set to approved but the preceding task completed with a different status, the notification will not fire.