Email notifications issue while profiles are inactive in serviceNow

[Mani Arigala]

Hi All,  

We need your help. We have observed an issue in our ServiceNow instance.  

We configured an email notification to trigger when an SCTASK is closed as Completed. However, the same email address was also created in ServiceNow as a contact. While the contact record was active, the emails were triggered correctly from SCTASK. Once we deactivated the contact in ServiceNow, the emails stopped triggering when SCTASK is closed as Completed.  

Could you please confirm if there is a relationship between the Active/Inactive status of a profile and the triggering of email notifications?  

Thanks,  

Mani Arigala 

[Tanushree Maiti]

Hi @Mani Arigala  

By default, ServiceNow does not send email notifications to inactive users or contacts.

Refer KB: KB2969127 Emails notifications not sent to inactive users after bulk deactivation 

Could you please explain in which scenario , you are making contact deactivated?

[Mani Arigala]

Hi @Tanushree Maiti ,

Busines user only deactivated the contact but after that emails are not generated from the SCTACK. Once activated again it's working.

[Tanushree Maiti]

Hi @Mani Arigala  

My suggestion would be , with KB, convey the customer that its OOB feature that if they deactivate the contact, email notification will not be sent to that user.

[Ankur Bawiskar]

@Mani Arigala  

are you saying contact is a extension of sys_user?

if yes then instance only sends email to active user records

what's your exact requirement? share screenshots