Service Now Email Alerts

JoanneH
Giga Contributor

yesterday

Hi, 

 

Has anyone noticed that they haven't been receiving alerts when a task is assigned to you in Service Now. I have been assigning tasks to my team in my Project Plan and my team have not been receiving these. They were previously. I have checked with a few people to ensure that its not just down to individual user settings on email notifications but no one has received these. 

 

Is there anything to fix this or is this a fault?

 

Thanks

 

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lpruit2
Mega Sage

16 hours ago

Greetings @JoanneH. I'm assuming you are meaning E-mails or ServiceNow Notifications rather than Alerts (which is a separate table)? If so, that's good troubleshooting to check with coworkers to better understand the impact (single person issue vs. multiple). I'll include some additional troubleshooting steps below. I hope these are helpful! 

  • Review the E-mail Log and search by the Target record you would have expected an e-mail Notification to be sent.
  • Review the Notification record of the E-mail that you are expecting
    • Verify if the Notification record is still active
    • See if the Notification record has been recently changed 
    • Review the Criteria for when the Notification is sent
    • If the Notification is Event or Triggered (Flow), investigate the triggering source to ensure the Notification is still being triggered correctly. 
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