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

[Tamil5]

Hi pasala reddy,

I think it is not necessary, in the email log it is clearly saying that the email is empty or invalid compared to cmn_notif_device.email_address.

If that code snippet having issues, it will not work for any of the external user.

It is happening only if the external user already registered in SNOW & the registered email is different. Hope am not confusing you.

Thanks

Prici

[Sadasiva Reddy]

Hi Prici,

It should work that way what you have mentioned. but check it once "send to event creator" is checked or not.

Regards,

Sadasiva

Please mark helpful/ correct based on the impact

[Tamil5]

Hi pasala reddy

That option is checked, thing is system is trying to send notification to that user, but due to this error the email excluded from that list.

That is the exact issue here.

It is failing only in this scenario & for rest of the external users it is working fine.

Thanks

Prici

[Tamil5]

Hi Michael Fry & pasala reddy

grIncident.opened_by = 'Guest';

grIncident.caller_id = 'Guest';

grIncident.watch_list= grEmail.origemail;

this is the code which is adding external users to watchlist.

[Michael Fry1]

Not sure what grEmail does, but just try using: email.from;

grIncident.watch_list= email.from;