An e-mail from ABMS did not arrive

First check that ABMS sends an e-mail for what happened at all, and to you: many events send none, for example anything you do for yourself, saving a draft, or a mention in a comment when your company has switched that e-mail off for the module. If the e-mail should have come, check the e-mail address ABMS has for you (shown under your name at the top of the left menu), look in your spam or junk folder, and check that the user who should have received it is active: ABMS sends no e-mails about documents, actions, comments or reminders to a deactivated user. If none of this explains it, contact Antenor support with the details listed in the steps below.

Before you start

Know what happened in ABMS that should have sent the e-mail, for example a document sent to you or a reminder that is due, and roughly when.
Know which e-mail address should have received it.

Which events send an e-mail

The subjects below are those ABMS uses as standard.

What happens	Who gets the e-mail	Subject	Read more
A document is sent on to the next step	The receiver chosen in the send dialog, unless that is the sender	Begins with “A document is waiting for your input”	Workflow steps, statuses, receivers and notifications
A section is forwarded, where your company has switched on forwarding for the step	The person it is forwarded to	“A section was forwarded to you for further processing”	Edit mode: buttons, the send dialog, the required-fields dialog
A step is rejected	The owner of the previous step	Begins with “A document was rejected from receiver:”	Approve or reject a document you received
A document is published	The person who created it, unless they approved it on to its last step themselves	Begins with “Your document has been published.”	Approve or reject a document you received
A document you follow is published	Everyone who follows it, including the person who published it	“Document updated”	Follow a document
Someone mentions you with @ in a comment	The mentioned user, if the module’s User tagging e-mail notification on/off is on	“You have been mentioned in a comment”	Choose how comments notify people
New comments are written on a document	The other participants of the current step, once the module’s waiting time between comments has passed	“Document Chat - New Comment”	Choose how comments notify people
The step owner adds you as a participant in the comments	The added user	“You have been invited to give comments on a document”	Comment on a document and mention colleagues
A topic is e-mailed from the comments	The recipients the writer chooses	The subject the writer types	Comment on a document and mention colleagues
You are asked to confirm Read & understood	Each user asked, about two minutes after the request	“A document is awaiting your accept”	Confirm that you have read a document
A Read & understood request is still open	The user asked, once a week	“Reminder: A document is awaiting your accept”	Follow up Read & understood confirmations
An action is sent, sent back as done, completed, rejected or forwarded, or its due date change is requested or answered	The person the action passes to: the responsible when it is sent or forwarded to them or closed by the reviewer, the reviewer (normally the creator) when the work is sent back as done, the other party when it is rejected, the creator when a due-date change is requested, and the requester when it is answered	Depends on the event, for example “An action is waiting for your input” when an action is sent to the responsible	Action statuses, who holds an action, and e-mails
An action is overdue or soon due, where your company has set up action reminders	The person who holds the action: the responsible, the reviewer when the work has been sent back for review, or the creator while a due-date change waits for approval; at most one e-mail a day, listing all their actions due for a reminder	“Actions passed duedate.” (shown exactly like this in ABMS)	Set up action reminders
A competency is about to expire, where your company has reminder rules in Competency	The recipients of the rule, and the person who holds the competency	“Competency Reminder”; “One or more competencies need your attention”	Set up reminders for expiring competencies
Maintenance of an equipment item is due soon or overdue	The item’s Responsible	Begins with “Equipment action will expire: “ or “Equipment action expired: “, or “Equipment Group Notification” when e-mails are grouped	Set up maintenance reminders
Documents match a date-based e-mail that Antenor has set up for a module	The people chosen for that e-mail	“Antenor BMS: One or more documents need your attention”	E-mails and reminders about documents
A document is sent to someone outside ABMS	The e-mail address the sender typed	The subject the sender typed	Send a document to someone outside ABMS
A person outside ABMS returns the form	The sender, only where the step is set up to send this e-mail	—	Send a document to someone outside ABMS
A form returned from outside ABMS is rejected	The person outside ABMS	—	Send a document to someone outside ABMS
You ask for a new password with “Forgot your password?”	You, unless your user logs in with Office 365; the e-mail is in English and always comes from abms@antenor.no	“Reset password instructions”	Reset a forgotten password
Your company’s e-mail address policy changes your address	Each user whose address changed, at the new address, except deactivated users and users who log in with Office 365	“Your e-mail address has been changed”	Company settings: logo and e-mail address policy
Your user is created	The new user	“New user created for Antenor BMS”	Add a user
Someone’s items are transferred to you	The new owner	“Items reassigned to you”	Transfer ownership of a user’s items

When no e-mail is sent

Things you do for yourself. No e-mail is sent when you send a document to yourself or approve it on to yourself, or when you create an action with yourself as Responsible. If you created a document and approve it on to its last step yourself, which publishes it, you get no “Your document has been published.” e-mail either.
Drafts. Saving a document or an action as a draft sends no e-mail. An action that was saved but never sent keeps the status New and is never included in action reminders.
Observation. When a document is saved as an observation, the person who created it gets no “Your document has been published.” e-mail; only the people who follow the document get “Document updated”.
Following. People who follow a document get no e-mail when it is sent between steps, rejected, commented on or edited without being published.
Comments. When the module’s User tagging e-mail notification on/off is off, a mentioned user gets only the notification under the bell. “Document Chat - New Comment” is never sent to the person who wrote the comment, never for a topic comment, and only once the module’s waiting time between comments has passed.
Read & understood. If the request is cancelled within the first two minutes, no invitation is sent. The person who asked gets no e-mail when you confirm. The weekly reminders stop when you confirm, when the request is cancelled, or when a newer revision of the document is published.
Office 365 users. A user who logs in with Office 365 gets no password reset e-mail, and no e-mail when the company’s e-mail address policy changes their address.
Deactivated users. ABMS sends no e-mails about documents, comments, actions, Read & understood, reminders or address changes to a user who has been deactivated.

Steps

Check that the e-mail exists. Find the event in the table above, check that you are among the people who get the e-mail, and check that none of the cases under “When no e-mail is sent” applies.
Check the dashboard. A document sent to you appears in Documents awaiting your approval, and an action you are to act on in Actions awaiting your input, if your company’s dashboard has these boxes. If it is there, the event has happened, and you can work from the dashboard without the e-mail; see The dashboard.
Check your e-mail address. Your address is shown under your name at the top of the left menu, and as Username on your User profile. ABMS sends its e-mails to that address. If it is wrong or out of date, ask your user administrator to change it; you cannot change it yourself.
Look in your spam or junk folder. Search your mailbox, including spam or junk, for the subject from the table and for the sender. ABMS e-mails come from “Antenor BMS (do not reply) <abms@antenor.no>”, or from your company’s own sender address if Antenor has set that up for your company; see Send ABMS e-mails from your own domain.
Check whether your company has changed everyone’s addresses. When your user administrator changes the e-mail address policy under Super > System settings, the addresses and usernames of many users change at once, and from then on ABMS sends to the new addresses. Each user whose address changed gets “Your e-mail address has been changed” at the new address, except deactivated users and users who log in with Office 365. See The System settings page.
Check that the user is active. If you can log in, your user is active. For a colleague, your user administrator can see under Super > Users whether the user has been deactivated; see Deactivate or reactivate a user.
Ask your IT department. If e-mails from ABMS never reach you, ask your IT department whether your company’s mail system stops them.
Contact Antenor support. If none of this explains it, contact Antenor support; see Get help from Antenor support. Include which e-mail you expected (the event and the subject from the table), the date and time of the event, the document’s ID or the action’s title, and the e-mail address that should have received it.

What you should see

Either you find the e-mail, or you know why none was sent and what to do: correct the address, reactivate the user, or work from the dashboard because ABMS does not send an e-mail for that event.

Good to know

Subjects in the sender’s language. The subjects of the e-mails sent when a document is sent on or rejected are in the language of the person who sent or rejected it. If you use ABMS in English, search for the Norwegian subjects too: “Et dokument venter på din utfyllelse” and “Et dokument ble avvist av mottaker:”.
Password e-mails. The password reset e-mail always comes from abms@antenor.no, also when your company sends its other ABMS e-mails from its own address.
When e-mails go out. Read & understood invitations go out about two minutes after the request. Action reminders and maintenance reminders go out in the morning, Read & understood reminders once a week in the morning, and competency reminders at night. Date-based e-mails for a module are checked once an hour during the day.
Competency and maintenance reminders. The linked articles have their own checklists under “Why didn’t a reminder arrive?”.
The bell is separate. Some things are notified only under the bell in the top bar, for example a mention in a module where the mention e-mail is switched off. See Read notifications.
No personal setting. You cannot switch ABMS e-mails on or off for yourself; see What ABMS does not do, and what to do instead.