OOB notification not working

[SM123]

Hello All,

OOB notification named "Change request state change notification" is not working as expected. Notification was supposed to trigger to requested by when state changes to scheduled or implement or review or canceled. But email is not triggering as expected. but out of blue moon it will email notification will trigger sometimes. I don't understand this weird behavior. can someone help me with this.

Thank You! 

[Dr Atul G- LNG]

Hi @SM123 

It's tough to pinpoint why this is happening. Were there any recent changes made to the notification setup? If not, then it might be hard to determine the exact cause. In that case, I recommend logging a support case to get further assistance.

[Kieran Anson · Accepted solution]

The notification will only go to the requested by if they didn't make the update. "Send to creator" is unticked

[VasukiS]

Hi @SM123 

Let's try to troubleshoot this together. Here are a few steps you can follow to diagnose.

Notification Log: Check the notification log to see if the notifications are being generated but not sent. This can help identify if the issue is with the notification generation or the email sending process.

Conflicting Rules: Ensure there are no custom business rules or events that might be interfering with the OOB notification. Sometimes, customizations can conflict with standard functionality.
Event Log: Check the event log to see if the events triggering the notifications are being logged correct.
Intermittent Issues:

Patterns: Look for any patterns or specific conditions under which the notifications fail. This can help narrow down the cause of the intermittent issue.
Load and Performance: Check if the issue occurs during peak load times or if there are performance-related problems affecting the notification system.

If the issue persists after trying these steps, it might be helpful to reach out to ServiceNow support for more in-depth troubleshooting.

Please mark my answer as helpful and accept solution if it helped you in anyway.

[Swapnil Shirsik]

If its OOB notification, you can create a vendor with HI ServiceNow.

Some basic checks would be to see if the same behavior is reproducible in non prod instances, compare versions/customizations if any.