Scheduled Report distribution list update now sends only to new recipients

[Lisa Fields Wac]

     I have an existing scheduled report that has been working for two years.  I recently was asked to update the distribution list (remove one person, add three others).  Our sys_user file is up to date with correct email addresses.  I have report_manager and report_admin roles.

     When I look at the scheduled report job, I see see the retained recipients and the new recipients.  However, when I look in the SN Email Outbox, only the new additions are in the recipients block of the scheduled report.  

     Any idea what is preventing the original recipients from receiving the email?  They are still listed in the scheduled email report distribution list.  The one person removed is no longer in the list.

[Ankur Bawiskar]

@Lisa Fields Wac 

weird issue.

check if this link helps or raise a case with ServiceNow

Troubleshooting scheduled report issues 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @Lisa Fields Wac 

Try to repair the plugin once else log a now support case.

[Shivalika]

Hello @Lisa Fields Wac 

It can be that they have changed their preferences or just that their mailbox is full or some other things. 

Can you show the emails after opening that particular record ? We will be able to debug why it's in outbox from there. 

[Lisa Fields Wac]

Here are screenshots of the job the day of the update (which was simply using the scheduled email module to edit the recipient list to remove 1 person (Regina) and add 3 people.  The all runs from that point forward are generating and send the report, however only the new recipients and I are receiving it.  User profiles have not been updated, they were receiving it with no issues until I updated the user list.

Pre-update: 

Post update: 

The report generates without the original recipient emails.