Email notification is not working correctly for one user profile in Indicator task

[KartikC]

Hi Community,

Can you help me here. I have a user to whom whenever a indicator task is assigned by me, the notification to update the assigned to of the newly assigned task gets triggered under my email id instead of the assigned to's user profile.

This is happening with only one user profile, if i select a different user, then the notification works correctly.

Thanks for your help in advance!!

[Ramesh Poola]

Hi Karthik,

Could you please share some more information with screenshots to understand the issue clearly.

Best Regards,

Ramesh

[KartikC]

Hi Ramesh,

Please find more details here:

Whenever in the GRC Indicator task is assigned to user Zoe, the notification is not sent on Zoe's defined email, but instead it goes to the person who updated the Assigned To field. 
This behavior is not present for any other user profile.

The Notification sent here is:
We have a out of the box notification as part of sn_grc_indicator table. Titled: Notify the indicator task assignee.

This is triggered whenever the assigned to field changes upon any insert/ update of the record.

Under, Who will Receive we have set:

1. Users/Groups in fields = Assigned To.

2. Send to event creator as true

Rest all fields are left empty.


Hope this helps?? 

[Ramesh Poola]

Thanks for sharing the more details, 

Please follow below steps and check once 

There is a flag in the user record that specifies the notification method.

Navigate to User Administration > Users.

Open the user not receiving email notifications.

In Notification, check the choice list. 

If this user is not receiving email notifications, the choice is probably set to Disable.

Use the drop-down to select the Enable option.

Note that changing choice list values can cause all notifications to fail. Do not modify these choice values. 

If still not resolved, Please check this Article once : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0758267

Best Regards,

Ramesh

[KartikC]

Thanks for your effort on this. However I have already checked the article and followed your mentioned steps, but still, no luck 😞