CSM notification

[DEV 1]

in CSM case table i am trying to send notification to assigned to field user but email is not send to assigned to user

even if we mentioned assigned to user in @assigned to in comments email is not send regarding metioned in comments to assigned to user

[Marcin20 · Accepted solution]

Hi Ganesh,

As a first step, could you please check 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)

Best Regards,

Marcin

If my answer helped you in any way, please mark this answer as helpful and correct.

[DEV 1]

   

[Marcin20]

Hi Ganesh,

I understand that the desired functionality is to notify 'Assigned to' when a specific inbound email arrives.

I would start with the following checks:

1) Are the 'sn.customerservice.case2' events generated after the inbound emails are processed (System Logs > Events)

If there are no such events in the list, I would look whether the inbound emails are received and whether the Imnound email actions conditions are proper.

If they are such events, I would check whether the 'CASE2' notifications are generated (System Logs > Emails)

2) In case the events are generated properly, they can be reprocessed to trigger the notification ('Reprocess Event' related link on the event form)

3) 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-pages/concept/c_EmailProperties.html)

I hope these checks will help.

Best Regards,

Marcin

If my answer helped you in any way, please mark this answer as helpful and correct.