Preview notification is correct but there is no outbound email

[samuelscott]

I'm trying to create an email notification that notifies the "assigned to" user. When previewing the e-mail it shows the correct user without any problem (the name is not crossed off and I've checked the e-mail address and it is enabled). However, the "assigned to" user is not recieving an e-mail notification and I can't find it in the service-now sent email outbox. Is there a better approach to find the source of this incongruency?

thanks!

[Bharath40 · Accepted solution]

Hi Samuel,

Did you check in Email logs, sys_email. Check if user has record here and what is Type mentioned.

[samuelscott]

Yes. That is what I meant with "outbound e-mail".

[Bharath40]

Ok, Is it for particular user you are facing this issue. Did you try adding other user to recipients (who will receive)   to make sure you are able to trigger and send notification successfully. If possible can you share your notification .

[samuelscott]

It is not for a particular user. I've done tests using 2 seperates users having the "assigned to" role and no outbound mails are being shown on the sys_email table. How do I share my notification? Is the sys_id helpful? If so, here it is: b245836f37f47240592d138943990ea8