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What is your application release? Does it match the release your customer is running on?
Please see these docs.
Beginner's Guide: Create a Custom Event Alert to Fire against a Custom Table [ID 103418.1]
Event Alerts Not fired, (Check Event Alert) Request Not Submitted [ID 1067134.1]
How To Have A Custom Program To Trigger/Fire An Event Alert? [ID 91312.1]
Event Alert Does Not Send Email [ID 286308.1]
Check Event Alert (ALECTC) Is Not Running [ID 1237873.1]
Event Alert Not Notifying User of Update and/or Insert on a Table [ID 144667.1
How To Check Oracle Alert Setup? [ID 577392.1]
Event Alerts Are Not Working in 11i [ID 395301.1]
How To Find Enabled Event Alerts on Oracle Applications Tables? [ID 1181594.1]