Staff are not receiving emails or notifications on their dashboard for incidents but they are listed in the behaviour workflow

This article outlines the reasons why staff may not be receiving emails for behaviour incidents, including checking the default email address, ensuring a school email is logged, whitelisting the Arbor email domain, and verifying workflow notifications are correctly assigned.

Emails

There are a few different reasons as to why a staff member is not receiving emails for a behaviour incident. Before getting in touch with us, ensure that you’ve checked:

• The default email address on the staff member's profile is correct. Click into their email address if there is more than one, and make sure it is ticked as the default.
• That there is an email address logged for the school from School > School Details. The email is sent from this email address, so an email address must be added for the school.
• The email domain for Arbor has been whitelisted on your emails. If you’re not sure how to do this, see this guide.
• If your workflow has been set up to notify a business role instead of a particular person, check that the staff member has been given that business role and that it is currently active.

Notifications

For not receiving notifications on their dashboard, please ensure that you've checked:

• They are assigned to the behaviour; they haven't just logged the incident.
• Auto-close workflows will never show on your dashboard, even if you're the assignee
• Role-based routing (Head of Faculty/year/house) requires that structure to be set up. Information on this can be found here