Flow Designer Error When Processing Offboarding Request

[Lisa Goldman]

Hello,

I’ve spent a few days investigating this issue but haven’t been able to identify the root cause, so I’m reaching out to the community for assistance.

I impersonated an HR user and submitted two offboarding service requests for different employees.

The Flow Designer successfully processed the request for employee "ABC" without any errors, but failed on line 13 when processing the request for employee "XYZ."

Below is the error message encountered.

The error states: "Email validation failed: Email has no recipients."
The recipient is being requested as expected, and I’ve impersonated this HR user multiple times for testing without encountering any issues before.

Here are the two requests:

Any suggestions on how to resolve this would be greatly appreciated. Thank you!

[RaghavSh]

Is the run as of your flow set as system user? You can check that in flow properties.

[Lisa Goldman]

Hi @RaghavSh 

I’ve tried multiple times using my login with the Admin role, but it continues to fail.

[Bhuvan]

@Lisa Goldman 

Check if the user XYZ has valid email ID configured in the reference table,

If email ID is configured but Flow is still failing, check below knowledge article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0864616

Thanks,

Bhuvan

[Lisa Goldman]

Hi @Bhuvan  

I impersonated the same user and submitted two service requests—one of them failed to process. This confirms that the "Requested For" email address is correct; otherwise, neither request would have been processed.

[Bhuvan]

@Lisa Goldman 

As per my understanding of your post, offboarding request for user ABC was successful and user XYZ was failing in the Flow. For you to submit request by impersonating the user, email ID is not mandatory but for step 13 and step 15 you are looking up email ID of the user to send email notifications. Hence, email ID is mandatory and could be the potential reasons for failure. If email ID is configured correctly, check if primary email device is setup correctly for the user in cmn_notif_device table.

Can you share Flow execution details for step 13 that was failing along with user XYZ record from sys_user table and cmn_notif_device table ?

Also, check if you have IF statement in the flow or it might run into issue when you have only ELSE statement. Refer below post,

https://www.servicenow.com/community/developer-forum/flow-designer-insert-an-else-clause-into-an-exi...

Thanks,

Bhuvan