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
On the Guest user account, set notification to disable and see what happens:
