Notification emails not delivered when custom program-level product profiles are used
Notification emails in Adobe Experience Manager (AEM) as a Cloud Service don’t reach all intended recipients when custom product profiles with program-level read permissions are configured. These custom profiles unintentionally restrict notification delivery by filtering recipients based on program access rather than notification intent. Updating the custom profile configuration ensures notifications reach all expected users.
To fix this issue, review custom READ product profiles, ensure required users are included, or remove program-level constraints that limit notification targeting.
Description description
Environment
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Adobe Experience Manager (AEM) as a Cloud Service - Sites
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Constraints-
- Managed Services
- Admin Console notification profiles
- Custom product profiles
Issue / Symptoms
- Recipients assigned to Incident Notification or Proactive Notification profiles don’t receive email alerts in certain programs.
- Only some members receive notifications, while others, who previously received them, don’t.
- The issue affects multiple programs and environments.
Resolution resolution
Follow these steps to resolve the issue:
- Review the affected program’s custom product profile configuration in the Admin Console under Product
>AEMaaCS>Cloud Manager>Profiles. - Identify whether a custom READ profile, such as
Content - Restore (Admin ONLY), is applied at the program level. - Confirm that users who must receive notifications are included in both the Incident Notification or Proactive Notification profile and the relevant custom READ profile for each program.
- Add missing users to the custom READ profile if notification delivery is required for them.
- Retire the custom READ profile or remove its program-level scope if it isn’t required for notification scoping.
- Use custom READ profiles only for privileged Cloud Manager actions or environment access, not for controlling notification delivery.
- Send test proactive and incident notifications for the affected programs and verify that all intended recipients receive the emails.
Notification Delivery Logic - Decision Flow
The notification system determines recipients using a two-layer evaluation process that combines notification profiles with program-level permissions.
Step 1: Identify eligible notification users
The system retrieves all users configured in the incident or proactive notification profile. This group represents the base audience eligible to receive notifications.
Step 2: Identify program-specific permission users
The system retrieves users who belong to custom permission groups (non-default product profiles) associated with the specific program. These groups define program-level access and permissions.
Step 3: Perform intersection check
If an overlap exists between notification profile users and program-level permission users, notifications are sent only to users in the intersecting set. If no overlap exists, the system doesn’t block notifications and sends them to all users in the notification profile.
Step 4: Send notifications
When an intersection exists, notifications are sent to the filtered subset. When no intersection exists, notifications are sent to the entire notification profile. Custom permission groups influence notification targeting, not just access control.