Emails are Not Showing

[Roopa Banala]

while looking at older cases regarding and an issue with emails and references we have discovered that cases raised in August, September and October are not showing any emails, they should have at leas have emails sent to assigned groups and consultants.

[Shivalika]

Hello @Roopa Banala 

I hope you already checked the "System mailboxes 

-> Outbound -> sent" and found no emails there, hence the question here. 

Next troubleshooting step would be to check "System mailboxes -> outbound -> queued" and also "failed" - check the error messages here. 

Additionally you can check the email configurations if the assigned to and other consultants were mapped correctly in recipients fields. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwN

eEISQCY

[Itallo Brandão]

Hi Roopa Banala,

Here’s how I’d recommend investigating:

1. Verify Whether Emails Were Actually Sent

   • Check if emails appear in Outbox or System Logs > Emails (Sent/Ready).
   • Confirm whether recipients truly received the emails or if they never left ServiceNow.

2. Check Email Logs and Outbound Email

   • Look for any matching subjects or recipients in System Logs > Emails > Sent to see if they simply aren’t linked to the case record.

3. Verify Notification Settings

   • Confirm that relevant notifications (e.g., “Assigned to group,” “Assigned to user”) were active during those months and that their conditions (filters, roles) remain correct.

4. Look for Purging or Retention Policies

   • If your instance has a data retention policy, older email records might have been removed automatically after a certain time.

5. Check Condition Scripts

   • If the notifications use condition scripts, ensure no logic was preventing emails under certain date ranges, states, or conditions.

6. Search Deleted Records

   • In System Diagnostics > Deleted Records or via the sys_audit_delete table, confirm no one manually removed the missing email records.
   • This step is crucial if email logs were potentially deleted or if the notifications themselves were accidentally removed.

7. Review Recent Upgrades or Code Changes

   • If you upgraded or customized code around August/September, it could have disrupted how emails are linked or triggered.

By verifying each of these areas, you can usually pinpoint why the emails aren’t appearing. Let us know what you find!

If this post helps, please mark it as helpful or accept it as a solution so it can benefit both me and the rest of the community.

Best regards,
Itallo Brandão