Notification for sent-ignored/sent-failed mails in CSM

[Athena Mathews]

In the CSM emails that are being sent from sn_customerservice_case tickets, if a notificatione(email) is not sent and the type is either sent-ignored or sent-failed, the sender of the email should get a return mail informing message has not been sent.

How to configure the notification? which table should I use ie., either email table or the case table., what are the conditions to be used and who the mail should be sent to as per my requirement. I am confused! please help me here

[Musab Rasheed]

Hello,

Why would email will not go in the first place ? I think your requirement is incorrect because there is no way Email will not go if condition is satisfied but in case you want to test then you can use Email table, you will get all conditions easily,

[Athena Mathews]

Hello @Musab Rasheed ,

Thanks for replying!

we are using emails with in our CSM module and agent will send emails to consumers or end users from ServiceNow, and we even enabled a property that gives us Reply, Reply- all, forward buttons to use from within the ticket itself

actually their ask is that:

We have this feature in Gmail that when we try to send a mail to recipient who doesn't exist, we get a mail back informing us that the delivery failed because recipient mail address doesn't exist. 

Our ask is to have the similar feature in ServiceNow.

I was just checking docs and came to know that such type of emails where the recipient mail doesn't exist at all, will be stored in outbound > failed or ignored modules (not very sure)

Could you help me in configuring a notification so that the person(internal agent) who sent the email to the end user should be notified with a mail back that earlier mail didn't get sent as the email address doesn't exist?

[Athena Mathews]

Hello @Musab Rasheed ,

I tried configuring two notifications on sys_email table. 

Notification 1: when record is updated and type changes to ignored/failed--> this seems working when I manually updated email type to sent-ignored

Notification 2: (Pic below)

But this second notification which I assume should be triggered only when type is sent-ingnored/sent-failed, is getting triggered when type is others like sent-ready too. 

Is there any mistake I am doing here? also can I combine both these notifications into one so that when inserted and state is failed/ignored it triggers or when updated and state changes to failed/ignored it triggers? Please help me here!

[Musab Rasheed]

Run this on Insert and Update both and also change condition to 'Changes to' operator instead of 'IS' operator