Email Notification

[Jen11]

I have a user part of an assignment group, but when a ticket is assigned to the group that user belongs to, that user doesn't receive a notification.  When I check the email log this is what I see:

What does that mean? Can someone help me with this please? I checked users notification preference and all notification is on. 

[Rafael Batistot · Accepted solution]

Hi @Jen11 

This these steps 

1 - Individual User who is not receiving the notification, needs to Subscribe to the notification.
OR
2 - If admin has to do it for multiple users then admin can update records for multiple users from cmn_notif_message table

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0785233

[M Iftikhar · Accepted solution]

Hi Jen,

The log you’re seeing means the notification was suppressed because of the recipient’s Notification Preferences filter. Even if all notifications are "on" in the user profile, there may be a filter defined that prevents this specific message from being delivered.

Here’s how you can fix it:

1. Check Notification Preferences

• Navigate to the user record → Related Lists → Notification Preferences.

• Look for any active filters on that user (e.g., conditions on groups, notification types, or channels).

1. Check the Notification Filter Table

• Go to System Notification > Email > Notification Filters (cmn_notif_message_filter).

• Search for the filter ID from the log (ad397d20f163500b46a2ca8b1050e9f).

• Review its conditions. If it’s unintentionally blocking, adjust or deactivate it.

1. Test Without the Filter
   Temporarily disable the filter and re-trigger the notification. If the email goes through, you’ve confirmed the issue.

Note: This is expected behavior, ServiceNow honors user-specific notification filters over group membership.

Hope this helps!
 Thanks & Regards,
 Muhammad Iftikhar
 If my response helped, please mark it as the accepted solution so others can benefit as well.

[RaghavSh]

For this particular user and this notification did you check "cmn_notif_message" table.

I believe filter condition in "cmn_notif_message" for your user will be the answer.

[Rafael Batistot · Accepted solution]

Hi @Jen11 

This these steps 

1 - Individual User who is not receiving the notification, needs to Subscribe to the notification.
OR
2 - If admin has to do it for multiple users then admin can update records for multiple users from cmn_notif_message table

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0785233

[M Iftikhar · Accepted solution]

Hi Jen,

The log you’re seeing means the notification was suppressed because of the recipient’s Notification Preferences filter. Even if all notifications are "on" in the user profile, there may be a filter defined that prevents this specific message from being delivered.

Here’s how you can fix it:

1. Check Notification Preferences

• Navigate to the user record → Related Lists → Notification Preferences.

• Look for any active filters on that user (e.g., conditions on groups, notification types, or channels).

1. Check the Notification Filter Table

• Go to System Notification > Email > Notification Filters (cmn_notif_message_filter).

• Search for the filter ID from the log (ad397d20f163500b46a2ca8b1050e9f).

• Review its conditions. If it’s unintentionally blocking, adjust or deactivate it.

1. Test Without the Filter
   Temporarily disable the filter and re-trigger the notification. If the email goes through, you’ve confirmed the issue.

Note: This is expected behavior, ServiceNow honors user-specific notification filters over group membership.

Hope this helps!
 Thanks & Regards,
 Muhammad Iftikhar
 If my response helped, please mark it as the accepted solution so others can benefit as well.

[Bhuvan · Accepted solution]

@Jen11 

Refer below

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0785233

Issue

Users are not able to receive group notifications which are subscribable (Subscribable = true).

Cause

Notification Subscriptions of the user are stored on cmn_notif_message table.

When a user is sent a sunscibable notification for the first time, a entry is created in cmn_notif_message table.

If user unsubscribes the notification, corresponding record on cmn_notif_message table is updated where Filter column value is changed to Unsubscribe.

Also note, if the Filter column has a value of (none) make sure to review the Advance Filter column, if this one has value true, then open the notification record and review the filter conditions.

When you check notification preview of the notification in question, we get error for the user as - Excluded Recipient because user's notification preference "Filter" filtered it. See (cmn_notif_message.notification_filter)

Resolution

1. Individual User who is not receiving the notification, needs to Subscribe to the notification.
   OR
2. If admin has to do it for multiple users then admin can update records for multiple users from cmn_notif_message table

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan