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

[andrew_venables]

I think we are going to see more details,

The things i would check in order are:

Is the @hotmail address listed in the sys_user.email field?

Is the @hotmail address listed in the cmn_notif_device.email_address field?

Also click on the Email log entry you have highlighted. On the record click on the UI action that says "Show Log Entries" which should give you more details from the server logs, crucially it should show you some more debug info

[Tamil5]

Hi Andrew Venables

Please find my answers below,

Is the @hotmail address listed in the sys_user.email field? - No

Is the @hotmail address listed in the cmn_notif_device.email_address field? - No

On the record click on the UI action that says "Show Log Entries" which should give you more details from the server logs

Unable to see the detailed log (fyi: the incident is closed. May be due to that am not able to see the log ?)

Thanks

Prici

[andrew_venables]

ok, can you find a much more recent example of the issue, those logs are cleaned regularly so it would have to be recent

[Tamil5]

Hi Andrew,

I got it, have seen another scenario & it reminded me of the 'Show log entries' of this issue which we are currently discussing.

In the unable to open log file, it was showing only the titles. I did not see any value there.

Thanks

prici

[Michael Fry1]

Going back to the original post, your email log contains a sys_id, which user is that?

Also, on your Incident created notification, does it contain watchlist under Users/Groups in fields?