Approval email notification not received to particular user

[Deepa12]

Hi,

THe user has required access to approve request\request item and i have verified that primary email associated with the user profile. but that particular user complained that he didnt receive email notification from servicenow. i have verified that approval email has sent to this user through email logs. i sent test email through incident, he confirmed that he received this email except approval email notification.

how to fix this issue.

[Siva Sai Teja]

Hi Deepa12, 

To figure out why the recipient didn't receive the email, follow these steps:

1. Go to the sys_email table in your system.
2. Find and select the specific approval-related email.
3. Scroll down to the related list section and find "Email Log".
4. Click on it and the system will display a message or log explaining why the email was not received.

The issue may be due to the following possibilities:

1. Delegation Access: His delegation access might be incorrectly set in the sys_user table. You should check this to ensure he has the necessary permissions.

2. Email settings: In the approval email settings, the 'send to event creator' option must be set to false. If it is, the recipient may not receive the email. Please verify this setting.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813747

Please mark correct if this solves your query and also mark 👍 if you find my response worthy based on the impact. 

[Tai Vu]

Hi @Deepa12 

It's most probably due to the configuration in his Notification Preferences, in order to validate if the Notification is disabled or if the Primary email is not set.

URL: https://<instance_name>.service-now.com/now/platform-notifications/platform-notifications

Cheers,

Tai Vu

[Maddysunil]

@Deepa12 

If the user is not receiving approval email notifications from ServiceNow, despite other emails being received successfully, there could be some reasons:

1. Notification Preferences: Check the user's notification preferences in ServiceNow. Ensure that the user has not disabled or unsubscribed from approval-related notifications.

2. Notification Configuration: Review the notification configuration for approval notifications in ServiceNow. Ensure that the approval notification is configured correctly and that the user is included in the appropriate notification roles or groups.

3. Spam Filters: Check the user's email spam filters or junk mail folder. It's possible that approval emails are being filtered as spam by the user's email client or email server.

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Dipen2695]

Hi @Deepa12 ,

If the user is receiving other emails from ServiceNow but not receiving approval email notifications, there might be a specific configuration issue related to approval notifications. Here's a step-by-step process to troubleshoot and potentially resolve the issue:

Check Approval Notification Settings: Ensure that approval notification settings are correctly configured in ServiceNow. Verify that the user is set to receive approval notifications for the specific request items or approvals they are involved in.

Check User Notification Preferences: Confirm that the user has not opted out of receiving approval notifications or has not set any specific notification preferences that might be preventing them from receiving these emails