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.

[snow_beginner]

Hi @Danish Bhairag2 

I checked the email logs yesterday and what I meant was that the notification is getting generated in general. I did not see one being sent out to him, but saw that it was being sent out to other users. 

For some reason he is not receiving that particular notification, but he is receiving other notifications though. 

[AnimeshP_96]

@snow_beginner 

So firstly check user is active or not , then if he is active then check for the email field is having value or not , then lastly notification(field in user table) should be enabled for that user if all this conditions are meet then check SMTP protocol in "email diagnostics" application whether all are green or if something is wrong , check the connection , let me know if this works.  

[snow_beginner]

Hi @AnimeshP_96 

I have checked the user record, he is active and the notifications are enabled on the user table. I have checked the email diagnostics and see this

Opening the inactive record shows this 

However checking the email logs, the notification is not being sent from the address above, it is sent from notifications@servicenow.MYCOMPANY.com

Also over the weekend, the user had 2 changes scheduled for friday (may 3) and the notifications were supposed to be sent out on saturday at 3 am. He only received notifications for 1 of the changes and not the other one.

Thanks

[AnimeshP_96]

yes @snow_beginner , check the below snap, connection should be establish between snow and SMPTP server to send notification.

configure the record like this and then check email diagnostic again if its green. 

let me know if this works.

[AnimeshP_96]

hey @snow_beginner 

did it work ? let us know , if not let me know how should it help your query.?