How to: Solve 'No notifications sent' issue

[Marcin20]

While developing and testing email notifications, there are situations that the emails do not reach the recipients' email inboxes. There can be multiple causes of this issue. As many different configurations in various objects are necessary, they should be checked and tested one-by-one.

The following checks may be useful:

 

Event checking

This is recommended when the diagnosed email notification is triggered by an event.

1) Check whether the appropriate events are generated and processed (System Logs > Events)

If there are no such events in the list, I would look whether the objects triggering the emails are working  properly (i.e. scripts in Business Rules)

2) If the events are generated, next step will be to check the particular event fields (i.e Table, Instance, Parm1, Parm2) whether they contain expected values.

In case the events are generated properly, they can be reprocessed to trigger the notification again ('Reprocess Event' related link on the event form). This method is usually easier than to reproduce the conditions that have generated the original event.

Email checking

It is important to check whether the email notifications are generated (System Logs > Emails)

If the notifications are generated and can be seen in logs as Type = 'send_ready' it may mean that the system is not configured to send outbound emails, please check the 'Email sending enabled' property

(https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/reference-page...)

User configuration checking

If the notifications are not sent for a particular user (but other users receive them), it is recommended to verify whether:

1) the user has the valid email address in the 'Email' field

2) the user has an 'Active' checkbox selected

3) the notifications are enabled for this user ('Notification' = Enable)

Your comments and improvements are welcome.

Your bookmarks and Helpful clicks are appreciated.