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 Michael Fry

1. The sys_id from the log is, Guest user's sys_id from sys_user table (cmn_notif_device table Guest user sys_id is different).

2. In the incident created notification, yes the watchlist added under 'Users/groups in fields'

Update:

user email is firstname_lastname@hotmail.de

whether this '_' causing the issue ?

Thanks

Prici

[randrews]

add a hidden field to the incident record for an email address....

on the inbound action if the user is guest populate the email address on the incident record with the from address

now on the notification for incidents.... add that hidden field ... if it is empty it won't send to anyone .. if it is populated <like with the hotmail address the user will get the email.

be VERY careful with this... people tend to put NPI and sensitive data in incidents and you are then sending that email out to a public email server... which may NOT be a good idea.

[Tamil5]

Hi Raymond Andrews,

Thanks for your response.

I think, I dont have issues with adding sender email to watchlist. Also recipient value on the notification is correct.

And the hidden field which you are saying, will it make any difference on the comparison of   email_notif_device.email_address value while sending notification ...

Please correct me if i'm wrong.

Thanks

Prici

[Michael Fry1]

This error - email_notif_device.email_address - makes me think a user record matches the inbound users email.

[randrews]

since it is an email address and NOT a user record.. no notification device is needed... the ONLY issue with this solution is that it won't associate the record to the actual user....   it is up to whoever works the record to change the caller to the right person from guest...

if you want to assoicate it with the right record and AD doesn't list their hotmail addy you have an issue...

in that case i would create a field on the user table for alternate email.... and have the USERS populate that field with their email address... now when you do the inbound action you can check that and set the user based on it.... in the notification send to user and to user.alternate email <again this is an actual email address so no notification device will need to be built for it.>