Email Notification is not triggered for 1 user but for other users is working fine

[Therese Tolenti]

I have user who is not getting any email notification when the HR case is created. User has a valid email and the hr case meets the criteria to trigger the notification.  

I checked the email logs and nothing shows up if the notification was processed/failed/ignored send to the user. The notification is working fine for other users. I also checked the profile of the user who is experiencing the issue and his notification is enabled both in the user profile and when I impersonate and check his preferences.

Please help how to troubleshoot

[KayC33191887207]

If the user does not receive any email at all from the ServiceNow instance, check the sys_blocked_email_address table. For the specific email-address reset the failed count to 0 and the state to new.

[Tanushree Maiti]

Hi @Therese Tolenti 

1. Check if user's Notification is enabled ( in sys_user profile or user preference)

2. Check if the user has specific HR-related notifications blocked

3.Review the Record Producer's script.If setWorkflow(false) is used , it stops business rules and events from firing, including email notifications

4. Review the "Who will receive" Tab in the notification