Event/Workflow activity isn't triggering Email Notification

Taylor Stubbs · ‎09-07-2023

We're trying to send email notifications using an event, but when testing it out we can't get email notification to trigger. Event triggers, but email isn't being delievered to 'requested for'.

Workflow Activity Script -
gs.eventQueue('sc_req_item.notify_ade_voice_rejection', '', '');

Under the Who Will Receive tab -
Users/Group in Fields is set to 'Requested For'

AND

We've tested it with Event Parm 1 and 2, only parm 1, only parm 2 and without either but same result.

Taylor Stubbs · ‎09-14-2023

This is where we landed, updated workflow activity with the following script and check boxed the parameter 2.
gs.eventQueue('event_name',current,current.number,gs.getUserName());
But still running into issues with some of the email notification not triggering after event has been successfully triggered. Each email notificaiton has its own event and workflow activity.
I've reached out to our ServiceNow resources within our company but they aren't able to locate the problem area. 3/5 aren't generating email notifications,

View solution in original post

Vijayalakshmi P · ‎09-15-2023

Pls check if Notifications are enabled for the "Requested for" user to whom you are trying to send the Notification?

Taylor Stubbs · ‎09-15-2023

Yes the individual user has notifications enabled. We used the same user for all our testing and 2/5 email notifications triggered.

Siva Jyothi M · ‎09-15-2023

Hi @Taylor Stubbs,

Directly you can use the notification activity in the workflow.

Please mark this answer as correct and helpful if it solves your issue.

Regards,

Siva Jyothi M .

Taylor Stubbs · ‎09-15-2023

Yes, that was the activity we were originally using and it was working perfectly. However, my servicenow rep for the company told us we needed to create event notification so that email notification are easier to investigate when customers are asking why did I received this email.

Siva Jyothi M · ‎09-15-2023

@Taylor Stubbs, Can you try calling the event from the event activity in the workflow