Email Notification issue

Kuchi
Kilo Contributor

Saturday

Hi Team,

I have a requirement to configure an email notification when a change request is submitted and in new state to the requested by user

I have created a notification for this scenario. However, when the change request is submitted:

  • The email notification is not being received by the intended recipient.
  • In the email logs, the status shows "Undelivered Mail Returned to Sender."

I have verified the notification configuration, but the issue still persists.

 

Could you please help me identify what might be causing this issue and suggest possible solutions?

 

PFB snapshots for reference.

Kuchi_0-1778340632788.png

Kuchi_1-1778340679362.png

 

Kuchi_2-1778340936198.png

 

Thanks,

Pujitha

 

 

 

 

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2 REPLIES 2

pavani_paluri
Tera Guru

Sunday

Hi @Kuchi ,

 


Your notification is firing, but the email isn’t reaching the user because the mail server is rejecting it. That “Undelivered Mail Returned to Sender” message means the problem is outside the notification setup.

User’s email address → Make sure the “Requested by” user has a valid email in their profile.
Notification recipient field → Confirm the notification is set to send to “Requested by.”
Email logs → Look at the error code in the log (e.g., invalid address, domain blocked).
Outbound mail settings → Check that your ServiceNow instance is allowed to send mail externally (SPF/DKIM/relay settings).
Test with a known good email → Try sending the same notification to your own email to confirm it works.

 

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P
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mujeebqasimi
Kilo Guru

Sunday

notification seems ok, issue looks to be with mail address / SMTP config.
and the filter error is for the From address so check that.

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