Notification not pulling "Users/Groups in fields"

[Steven Chen]

Hi guys!

I have an issue with the Users/Groups in fields on the Notification form (under the Who will receive tab) and I am completely stumped. The design of this notification is to send an e-mail to the person assigned to the Change Request when an event is fired. I think the problem is that the notifications do not appear to be able to pull the user from the field Users/Groups in fields (referenced to the assigned_to column of the Change Request Table). Or I most likely messed up on something...

The reason why I think the issue is the field Users/Groups in fields is because I had added myself to the field Users and discovered the that e-mails were sent out to only myself. The e-mails that were sent out contains the proper referenced information from the Change Request in the body of the message, which probably indicates that the gs.eventQueue() method was called correctly and was passed a proper GlideRecord.

I included all of the components of this notification in the form of screenshots.

Let me know if I need to include/capture any more information and thanks in advance!

Scheduled Script:

Event:

Notification:

Email Capture:

(This e-mail should have been sent to the user David Loo and System Administrator. Only the System Administrator was on the e-mail.)

Event Capture:

[shill · Accepted solution]

Did you notice in your email log related list from the email record that it shows David Loo's email being disabled?

I would check the user record to make sure notifications are not disabled for this user.

[Steven Chen]

The user David Loo had their notifications disabled. Looks like that was the issue! Thanks! I would never have thought about checking the sys_user table at all!

[amlanpal]

Hi Steven,

Please check 2 things:

1. Whether the user (the Assign to person) is locked out or inactive or Notification disabled?

2. Whether the user has proper email id in the Email field in sys_user.

Hope this helps!

[Steven Chen]

The user had notifications disabled. Would never have thought about checking that configuration! Thanks for your assistance as well!