Delegate receives an email while the user doesnt

[VaranAwesomenow]

I have a scenario where I made a user A as delegate to User B, user A gets the email but not user B, below are further details

1. Notification = Incident Opened and Unassigned

Guillermo Frohlich has subscribed for this notification but has added an additional filter which is to as per below screenshot

Added Abel Tuter as delete to Guillermo Frohlich

Based on the above personal subscription -> Send when condition no email should get sent when an incident is created that doesnt have priority as 1, but the email got sent to Abel.tuter

Email log shows below, which states that notification got sent to abel tuter and wasnt sent to Guillermo Frohlich

Incident screenshot

Wonder what is causing this behavior

[Abhishek Raj3]

Hi Anil ,

The email which you are getting is OOB.

The one which you have created is not getting triggered.

Because its not fulfilling your condition.

you have given condition as priority is crtical and active is true.

So try creating new incident with these condition it will triggered.

KIndly let me know for concerns.

Thanks,

ABHISHEK

Please mark this response as correct and helpful via your post link Delegate receives an email while the user doesnt ) to help others with the same question.

[Abhishek Raj3]

Hi Anil,

If your query is resolved.Please mark this response as correct and helpful via your post link (Delegate receives an email while the user doesnt     ) to help others with the same question.

Thanks,

Abhishek

[VaranAwesomenow · Accepted solution]

Thanks, I figured thats an expected behavior from servicenow, where it checks for notification preferences of the user as the last step after the notification is triggered, which explains why the delegate got the email and the actual user didnt.

Best Regards

Anil

[nikita_mironov]

Hi Anil

This is witnessed because either because the delegate "abel tuter" does NOT have a Notification Message (subscription) to "Incident Opened and Unassigned" or has it there with empty "Send When". Note that if that Notification Message for "abel tuter" does not exist then it will be created by the system while processing the above notification event and you know what ? "Send When" will be empty with all the consequencies.

I solved this issue a couple of years ago by creating custom table that links pre-defined filters to Notifications which are then set by a Business Rule running when new Notification Message for Subscribable notification is created.