Email Notification in Email Logs is appearing as "sent" but it is not getting delievered in User's Inbox ?

[Gaurav Kumar15]

Hi Team,

We are facing a strange issue with Email Notifications.
We have designed the notification body using HTML as it includes some images as well. But when we are triggering it, then in Email Logs it is appearing as "sent".
And when we are checking the Inbox, it is not getting received.

Did anyone faced this kind of issue, could you please share your experience related to this. Like how can we debug the notification and get to know the root cause of the same

TIA,
Gaurav Kumar.

[tony_barratt]

Hi Gaurav,

Have you checked the recipients of the "sent" email?

Are they as expected?

edit:

also this KB may be helpful

ServiceNow KB: Troubleshooting Email Notifications (KB0535129)

Best Regards

Tony

[sirishasatya]

Check whether other notifications are sending to that particular email. so that we can know whether is it issue of email id or this particular notification.

[Gaurav Kumar15]

Hi All,

The recipients of email are also coming.

And also the users are able to receive other notifications as well.

Today when we were trying to debug the issue, what we found is if we are copying the data from word document into the notification then it was not triggering and if we type the content manually word by word then it was getting triggered. Still we dont know what is the actual root cause of the issue.

Regards,
Gaurav