Email not sending

[juan casas]

I have created an event that is supposed to send a notification.

I am able to get the notification and everything to work UP TO the part where the email leaves the system, let me explain

A user clicks a button,

an event is created,

a notification is created,

I can see the notification being created in the sys_email table. I don't get the notification my actual email.

Like I should be getting an email at jcaxxx@bxxx.com, but it don't work!!

The image on the right is the notification created using the not-out-of-box method, the one on left is using the compose email functionality.

I also notice the weight was different

[Tony Chatfield1 · Accepted solution]

Hi, with no details other than partial screenshots there is not a lot of information available for diagnostics
Based on the differences in form layout the screenshots are from 2 different instances?

Are your email properties set correctly for your instance?

Email properties (servicenow.com)

Sub-production and PDI's direct all email to 1 email address, regardless of the email recipient.

If you look at the message_id field of the 'sent' message it should be populated with something like

<1234567.12345.1660815269439@aNodeID.service-now.com>

This shows that the message was passed into the ServiceNow mail solution and expectation would be that it was delivered - although smtp is not a guaranteed delivery protocol.

Also when you state the undelivered email was created using 'the not-out-of-box method'
what exactly does this mean? perhaps this undefined process is the issue?