On-call reminder is not getting triggered
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01-21-2024 10:06 AM
Hello,
The on-call rota reminders are not getting triggered for a particular rota.
I have checked the configurations and everything seems to be in place.
1. Shift and Roster has been created and Reminder lead time (days) is provided as 2 days.
2. Users have the Notification field set as 'Email'.
The reminders are getting sent out for other rotas but isn't for this one.
Could you please let me any pointers which I should check for the failure.
Thanks in advance.
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01-22-2024 01:26 AM
Sure, here are some steps you can take to troubleshoot the issue:
1. Check the User's Email: Ensure that the user's email is correctly set up in their profile. If the email is incorrect or not set, the reminders will not be sent.
2. Check the Notification Preferences: Make sure that the user has not turned off the notifications. They should have the 'Email' option selected in their notification preferences.
3. Check the Rota Configuration: Ensure that the rota is correctly set up. The shift and roster should be correctly assigned to the users and the reminder lead time should be correctly set.
4. Check the Notification Log: ServiceNow maintains a log of all the notifications sent. You can check this log to see if the reminders are being sent out or not. If they are being sent but not received, the issue might be with the user's email server.
5. Check the Email Log: Similar to the notification log, ServiceNow also maintains a log of all the emails sent. You can check this log to see if the emails are being sent out or not.
6. Check the Script: If you are using a script to send out the reminders, ensure that the script is correctly written and is not throwing any errors.
7. Check the System Logs: Check the system logs for any errors related to the reminders. This can give you a clue about what might be going wrong.
8. Re-Test: After checking all the above points, try to re-test the reminders by creating a new shift and roster and assigning it to the users. See if the reminders are sent out or not.
9. Contact ServiceNow Support: If none of the above steps help, you might need to contact ServiceNow support for further assistance.
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