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 you just remove the email, it should work.

[Tamil5]

Hi Michael Fry

Did you just ask me to remove the email of Guest user ?

its blank already..

Please see my previous post

In my another instance, system is ignoring the received email (for this user, its not even processing & creating incidents their emails)

Thanks

Prici

[Michael Fry1]

Probably ignoring because Guest user account is inactive and there isn't a user with the same email as the inbound email.

[Michael Fry1]

Is the email address correct in the watchlist? I'm assuming you're not changing the email address on the Guest user account, just adding it to the watch list?

[Tamil5]

Yes Michael Fry, im not doing any changes. Just adding the sender value in watchlist & yes it is correct.