Custom Notification

[Tamilvanan T]

As we are trying to trigger a custom notification under preferences. But the custom notifications are not triggered. What might be the cause even the configurations and conditions are all set correct.

I've  created a notification with the condition when an incident is created and the priority is P1 or P2 the custom notification to be triggered, which will be triggered to my primary email. 

But the notifications are not triggered to my email.

Is this might due to overlap of the system notifications?

[Sandeep Rajput]

@Tamilvanan T Please refer to this support article https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535129#:~:text=Go%20to%20the.... to troubleshoot why your email notification is not triggering.

[Tamilvanan T]

I've checked the notification for specific users are enabled. All the settings are enabled in our instance.  But, still I'm facing the issue. The custom notifications not triggered. Is there any system property or any other configuration needs to be checked for custom notifications to be triggered in ServiceNow.

[Mio Matsushita]

Hi @Tamilvanan T !

Let's begin troubleshooting in order.

First, has an outgoing email been created?
Check your Outbox or Sent mailbox.

Next, if no email has been created, you need to check the trigger conditions for the notification.
Please attach a screenshot of the notification you created.

[Tamilvanan T]

Notification name: 'Location affected'. 

I'm trying to create custom notification for the same. But the email is not triggered for this notification. Could you please let us know what may be the cause. 

Please find the attachments for reference.