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Delegate receives an email while the user doesnt

VaranAwesomenow
Mega Sage

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

find_real_file.png

Added Abel Tuter as delete to Guillermo Frohlich

find_real_file.png

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

find_real_file.png

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

find_real_file.png

Incident screenshot

find_real_file.png

Wonder what is causing this behavior

1 ACCEPTED SOLUTION

VaranAwesomenow
Mega Sage

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


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