Email is not being sent (but log says it did)

[SC17]

Hi. I'm trying to check why the SSO certificate expiring notification is not being sent, even though the email log shows that it was sent to the right users. Any ideas? Outbound is activated, we receive other emails for the configured emails on the email properties, but not for this notification.

[RaghavSh]

Check the forwarding rules, many times the forwarding rules moves some kind of mails to specific folder other then inbox which go un noticed.

[Saurav11]

Hello,

Can you share some screenshots as it would be easier to assist you.

Thanks.

[Mark Manders · Accepted solution]

If ServiceNow says the email was sent, than you should check at the recipient's end why it's not in their inbox. Have them check the spambox, or even the trashbin. Or check the company ruling (maybe something is in the email that flags it as not trustworthy and therefor not being delivered (IT-team should be able to find it in their logs).

If my answer helped you in any way, please then mark it as helpful.

Mark

[Troya1]

From what I overstand, this is known issue with notifications that have Send to Creator checked on insert or updates to the Opened_by receipient.