Survey Email Notifications not being sent

Navya43
Tera Contributor

‎12-08-2023 12:05 AM

No Survey notification is being sent to any of the user even after the triggered condition is completed. 

Appreciate your help!

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Ratnakar7
Mega Sage
Mega Sage

‎12-08-2023 12:46 AM

Hi @Navya43 ,

 

Here are some steps to troubleshoot and address the issue:

  1. Check Email Logs:

    • Examine the email logs in ServiceNow (System Logs -> Email Logs) to see if there are any error messages or information about why the email notifications are not being sent.

  2. Survey Trigger Conditions:

    • Ensure that the conditions set to trigger the survey are met. Check the conditions configured in the survey to determine when it should be sent.

  3. Notification Configuration:

    • Review the survey's notification configuration. Ensure that the correct template is selected, and the notification is active.

  4. Survey Schedule:

    • If the survey is scheduled, verify the schedule settings. Ensure that the survey is scheduled to run at the desired frequency.

  5. Survey Recipients:

    • Confirm that the users who are expected to receive the survey have valid email addresses in their user records. You can check this in the User table.

  6. Survey State:

    • If the survey is in a draft state, it might not send notifications. Ensure that the survey is published and active.

  7. Email Notification Debugging:

    • Use the "Preview Problem Notification" option in ServiceNow to debug email notifications. You can find this option in the System Notification form.

  8. ServiceNow Version and Patches:

    • Ensure that your ServiceNow instance is up to date with the latest patches and updates. Some issues might be resolved with newer versions.

  9. ServiceNow Community:

    • Check the ServiceNow community forums or knowledge base for any reported issues or solutions related to survey notifications.

  10. Scripting Errors:

    • If you have custom scripts associated with survey notifications, check for errors in these scripts. Debugging and fixing any scripting issues could resolve the problem.

  11. SMTP Server Configuration:

    • Ensure that your ServiceNow instance is correctly configured to connect to your SMTP server. Verify the SMTP properties in your ServiceNow instance.

  12. Check Email Notifications:

    • Check if other email notifications from ServiceNow are working. This can help you determine if the issue is specific to survey notifications or a more general problem with email notifications.

Thanks,

Ratnakar

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