No email notification sent

[ramirch]

Hello!

We have a scenario where an incident is transferred from an interaction.  A few minutes later, the assignee posts a work note and an additional comment at the same time. It is expected that an additional comment notification will be sent but none is generated.

Checking the activity log, the following were posted within seconds of each other:

- work note

- additional comment

- acknowledgment email

Does anyone have an idea why the additional comment notification was not added? The notification should send when the ticket is active, comments changes, and the assignment group and assignee is not empty.

Thank you.

[Sandeep Rajput]

@ramirch There could be multiple reasons for this.

1. Check if the notification which is supposed to be trigged is active

2. Check if the conditions mentioned on the notification are met

3. Check if the user to whom notification is sent is active and has a valid email address associated with their user record.

4. Check if there is any business rule which triggers at the same time uses current.setWorkflow(false) this line causes the subsequent BR and workflow/flow to not to trigger.

[ramirch]

@Sandeep Rajput all the reasons you mentioned have all been verified. the notification is actually working but not in the instances when a work note and additional comment is posted at almost the same time as an acknowledgment email is posted.

[Sandeep Rajput]

@ramirch This sounds like a bug to me, raise a case with ServiceNow support and check with them if this is actually a bug with the product.

[Shivalika]

@ramirch  I am not following regarding the "acknowledgement mail"

Let me tell you one thing about notifications - if the table is same and recipients are same - it will only send the one with highest weight if "weight is non-zero" 

And it will send all the notifications with weight 0, but still there is a chance it won't send another one with 0 with recipients and table matches slightly. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY