Notification not sent due to invalid entry in cmn_notif_device

[Tamil5]

Hi All,

The issue is,

some users are reporting that, they are not receiving response notifications from few incidents.

When I have checked in the sys_email table and below is the log entry for that,

It shows, notification excluded the recipient because user's device contains an empty or invalid email address (see cmn_notif_device.email_address)...

Here the problem is,

User sent email from their personal email (firstname_name@hotmail.com), but the same user have profile in Servicenow & the email address is firstnamelastname@<<abccompany>>.com

I think system is just mapping the user's first name,last name & comparing the email address in cmn_notifi_device while sending notification.

In my instance, sys_user table records populated by AD LDAP on a daily basis.

For this user, it contains registered email address firstnamelastname@<<abccompany>>.com (both sys_user & cmn_notif_device.email_address is same)

But user sent email from firstname_name@hotmail.com & system identified the user as Guest and created incident.

Then it suppose to send the incident created notification to user's hotmail address.

Since it is comparing with registered email & it considered it as an invalid email and not sending notification.

I have searched a lot for this issue found same suggestion in all pages (below 2 page contains detailed info),

Handling Multiple Email Addresses per User

https://fruitionpartners.eu/blog/2016/08/10/notifications-not-correctly-sent-end-users/

But the scenario which I'm facing is bit different. My cmn_notif_device table contains proper email.

But user sends email from some other email.

Though system identified the user as Guest & created incident, sender did not receive any notification on the issue they have reported. Its kind of weird

Can anyone suggest me how to solve this issue.

Thanks in advance

Prici

[Michael Fry1]

If the inbound email address doesn't match an email address in SN, then the Guest user account is used assuming it's active.

Since the Guest email account doesn't contain any email address, the user sending in the email won't get any confirmation or future notifications.

What we did to solve this: we added the inbound email to the watch list of the ticket (INC & RITM). Then confirmed proper notifications contain the watch list users.

[Tamil5]

Hi Michael Fry,

Thanks for your response, actually user's email is available in watch list as well.

For incident update, we have configured the notification to be sent to the watch list users.

That time it is sending to other users & only excluding this email due the the same error.

Thanks

Prici

[Michael Fry1]

I would remove any email address from the notification device(s) on the Guest user account.

[Tamil5]

I have a guest entry on the notif device table, the values are,

Do you want me to remove this ? Is it ok to remove this entry ?

Thanks

Prici