How do you resend old emails?

Alfredo6 · ‎09-10-2018

We have several requested approvals that were not answered for several weeks. When trying to resend the email, for the approvers to approve via email, I've noticed that the originating event is empty. I believe this is because the events are being automatically deleted after some time.

However, I guess it is because of this, that after using the UI Action "resend" the email record is updated to type=send-ready and mailbox=outbox. And the notification is not processed, hence it is not being resent.

Is it possible to resend an old notification that originally was triggered by an event that no longer exist?

aansell · ‎01-29-2019

Hi Alfred,

Here's the solution. I got there with a bit of help from support and the comments in this thread from Brad Tilton / DaSmith9 (thanks to them both) https://community.servicenow.com/community?id=community_question&sys_id=79725f61db101fc01dcaf3231f96...

Anyway here's my take on it.

The explanation is as follows in the email records the event is missing so despite using the resend button / or changing the type to send-ready and make the mailbox the outbox. It will not send! Why....because this a notification, that is triggered based on the event, Approval.Inserted. so you have to explicitly add this event to the queue for it trigger the same email again. This means you cannot just resend from the email you have to write your own methods to re-trigger the email that you want by triggering the event.

To quote DaSmith9 from the other thread "To re-trigger the event you need to create a scheduled job. A scheduled script job that queries against the sysapproval_approvers table for your desired conditions (aging, task type, etc) and re-fires or fires a new event referencing the approval record. The new event then triggers the approval notification, just like it did when it was originally sent."

I took the wise advise and created my own job as follows. See screenshot below.

Hope that helps,

Cheers,

Arthur

View solution in original post

sachin_namjoshi · ‎09-10-2018

Please check below useful blog to resend email

https://community.servicenow.com/community?id=community_blog&sys_id=12dde6e9dbd0dbc01dcaf3231f9619d9

Regards,

Sachin

Alfredo6 · ‎09-10-2018

Hello,

I have tried this, however the email record remains in Outbox, send-ready and Ready. I've waited some time and the email is not processing.

With other emails this works fine, however my hypothesis is that because the original event has been automatically deleted by the system, the email won't process the notification as the event triggering the notification is not there.

Is it possible to have a workaround to resend the notification, considering that the original event is no longer related to the email record?

aansell · ‎01-28-2019

Hi Alfred,

I have exactly the same issue which I just discovered today. I see your issue was a few months previously...did you ever get a resolution and if so could you provide any help on this?

Best regards,

Arthur

Alfredo6 · ‎01-28-2019

Hello Arthur,

No.. I haven't found a way to resend the emails after the notification engine event has been deleted. I haven't tried anything such as creating the event again somehow for that notification. But as for an OOO solution I believe it is not possible to resend emails after this event has been deleted.

If you do find a way please let us know.

Best regards,

Alfredo