Email notification is being triggered but user not receiving the notification.

[snow_beginner]

Hi, 

there is an email notification that gets triggered everyday at 3 am if a change is completed. 

I can see in the mailbox that the notifications are being triggered but the user says he has not received anything since Feb 2024. What could be causing this issue as the system is sending them out?

I have checked his user profile and the notifications are enabled on it.

I have found this Verifying a user's notification preferences - Support and Troubleshooting (servicenow.com) but can't find notification preferences in the related links of his user record. He does have 5 in-use assets in his name. Could this be the issue? 

Below are the notification details:

When: send when triggered

who: requested by and send to event creator checked

what: body of email notifying that change is finished implementing

There are also 2 flows for this email in flow designer with details below:

FLOW 1

trigger daily at 3 am

FLOW 2 - although I am not sure if it is relevant because it seems like its for posting to the worknotes

Not sure why the emails are in the outbox but the user is not getting them in his mailbox.

[Karunakaran]

Hi @snow_beginner ,

regarding the point:

I can see in the mailbox that the notifications are being triggered but the user says he has not received anything since Feb 2024. What could be causing this issue as the system is sending them out?
Please confirm, if the user is receiving other emails from ServiceNow.

This could be because of user preference settings.

Please impersonate the user (if possible) and check this

And let me know for more questions/concern.

Thank you

Regards,

Karunakaran.

[snow_beginner]

Hi @Karunakaran I checked this yesterday by impersonating the user and the allow notifications button is on and I then searched the notification too in the search box to the right and the notifications for that are also on. 

[Karunakaran]

Hi @snow_beginner Super. Is the user active? or using different email address or different account?

Can you please check these ?

[Danish Bhairag2]

Hi @snow_beginner ,

Did u check the email logs whether that got generated or not. if it is generated than there below under related list it will specify the issue as to what has caused it not to send to the user. Try this once. Hope it helps!

Thanks,

Danish Bhairagdar