No email logs are seen for the email notification that are sent earlier

Kiruthika J
Tera Contributor

‎03-21-2023 12:13 AM

Hi All,

I could not see email logs for GRC notification "Notify Entity Owner" before November 2022, I could see the email logs from November 2022 and GRC users also reported the same that they are receiving notification from November month.

Even before November month I used to change the Owner of the Entity. Can someone help why I couldn't see the email logs before November month. I checked outbound, junk, failed, skipped and archived emails, no logs found there. No changes made in the notification it is in OOB version.

 

KiruthikaJ_0-1679382303688.png

Thanks!

 

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2 REPLIES 2

Ratnakar7
Mega Sage
Mega Sage

‎03-21-2023 12:52 AM

Hi @Kiruthika J ,

 

Below are a few possibilities to consider:

  1. Email logs were not enabled before November 2022: By default, ServiceNow does not enable email logs. You need to activate the email logs plugin to enable email logs. If email logs were not enabled before November 2022, you would not be able to see email logs for notifications sent before that time.

  2. Email notifications were not sent: It is possible that the "Notify Entity Owner" notification was not being sent before November 2022. There could be a problem with the notification script or the condition that triggers the notification. If the notification was not being sent, then there would be no email logs for it.

  3. Email logs were deleted: It is also possible that email logs for the "Notify Entity Owner" notification were deleted. Check the email logs archive to see if the logs were moved there.

  4. Email logs were filtered out: Another possibility is that the email logs were filtered out of the view you were looking at. Try changing the filter conditions or search for the logs using different criteria.

  5. Email was blocked by the email provider: It is possible that the emails were sent but were blocked by the email provider before they reached the recipients. Check with the email provider to see if any emails were blocked.

If none of the above suggestions help, you may need to check the system logs or contact ServiceNow support for further assistance.

 

If my response helps you to resolve the issue close the question by ✅Accepting solution and hit 👍thumb icon. From Correct answers others will get benefited in future.

 

Thanks,

Ratnakar

 

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Kiruthika J
Tera Contributor
In response to Ratnakar7

‎03-21-2023 03:00 AM

Thanks for your response, I will work on the above points and will let you know.

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