When a case is assigned to an user, some assignee don't receive an email

[marcelkroon]

When a case is assigned to an user(Fulfiller), then some assignee don't receive an email which is triggered by the system, this is an internal process.

I have compared user x ( who receives these messages) and user Y who doesn't receive the email.  Even I as admin do not receive the email. As far as I can tell, profiles, roles are the same. 

So the mailbox works in general also for the requesters outside our company.

So what could be the reason why some within our company do not receive those emails, when even the check indicates email template is made.

[Danish Bhairag2]

Hi @marcelkroon ,

You can check the email logs for that notification, open the log record & scroll down there will be a related list which will let u know for what reasons the users did not receive the mail.

Also u can check whether in Users table if notification field is set to true/checked or not for those users.

Thanks,

Danish

[marcelkroon]

Well it turned out that the assignee had filtered out emails coming from the email address associated with Service Now. By the way in in your preferences you see if and what has been enabled for Notifications.

[Colin Doyle]

And we are sure that the users in question have an email associated to their user record?  How is the "who will receive" set on the notification? Is it passed into a parameter, and at that are we sure that the parameter is getting set correctly? 

[Voona Rohila]

Hi @marcelkroon 

Refer below Troubleshooting articles

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538136

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538135