Email notification didnt delivered to user

[zulhiyatiuwi]

Hello... i have trouble with email notification. Email notification for approval intermittent delivered to user. So, half user get the email and half of it did not recieved the emails. I checked email log and the status is processed, but user did not recieved the mail. anyoneknow how to track the email? why email did not delivered to User? Please help me. Thank you

I have check notification for user in gear -> notification -> notification is allowed (green button). And i turn off unsubcribe button in mail too.

i create two layer approval, the approver is get the first mail but after approve it the second notification is not delivered to user (the type of mail in emails log is sent). 

[Joni5]

If the email log shows that the message was processed you should see the list of recipients as well. You could check the XML and make sure that the user can be found in any of the recipient fields (direct etc.). If they are marked as a recipient and their address is correct, then the issue is not on SN side.

If they're not a recipient then they might have unsubscribed from the notification or the notification conditions don't match them.

[zulhiyatiuwi]

when i click resend button in email that had been sent, that email delivered to user. User received that mail.

[Soumita3]

Hi,

There can be multiple scenarios for the users not receiving the notification. 

I would suggest you to check the below points:

1. As the users(who did not receive the notification) to navigate to the gear button at the top right corner of the banner -> click on notification -> check if the notification is enabled for primary email or not for the users.

2. From the admin's point of view, go to the users profile and check if the notification is labelled as "enabled" or "disabled".

3. Check if the users email id id properly updated.

I hope the above 3 points will resolve the issue, as you mentioned that some users are receiving while others are not.

These are the probable issues which might be causing the problem.

Please mark the answer as correct if it suffice your query.

Thanks.

[zulhiyatiuwi]

notification is allowed. and primary mail is the same mail that email servicenow send. 😞 i create 2 layer of approval with the same user, but the second approval email is not recieved by user.