Unable to send notification email to external users

[SwatiYeginati]

Hi all, 

I am trying to send a bounce-back email to all external users who are not in the allowed list of domains. However, it doesn't work. I need help on how to troubleshoot it. The notification email is sent out to other users but external users don't get this email. The external users don't know their emails are ignored as their domains are not in allow list.

Thanks in advance!

[Ratnakar7]

Hi @SwatiYeginati ,

First, make sure that the email addresses for the external users are entered correctly in ServiceNow. Check for typos or missing characters in the email addresses.

Next, check to see if the email notifications are being sent to a spam or junk folder in the external users' email accounts. Sometimes emails from unknown senders can be automatically filtered into these folders.

If the emails are not being filtered into a spam or junk folder, then it's possible that your email server is blocking emails to these external domains. In this case, you may need to work with your IT department to whitelist the domains so that emails can be sent to them.

Finally, make sure that your notification settings in ServiceNow are configured correctly. Check to see if the notifications are set up to go to both internal and external users, or if they are only set up to go to internal users.

Thanks,

Ratnakar

[SwatiYeginati]

Hi Ratnakar,

I really appreciate your reply. I am not manually entering these external emails. They are picked up from the "User" field as shown in the screenshot. If it is not correct then I do not know what other option is there. 

The notifications emails are not sent at all to external users, I do not understand why and how to troubleshoot this because they get triggered if it is an internal email. The emails are not generated to be blocked by the server so I can rule that out too. 

I'll check if the notification settings in ServiceNow are configured correctly or not. I already did before posting this question but I'll make sure I have gone through it thoroughly, also if you have any suggestions for this step I will greatly appreciate it.

Thanks,

Swati

[SwatiYeginati · Accepted solution]

I ditched everything and created a flow instead. I still don't know what is wrong with Email Notifications.

[Dr Atul G- LNG]

Hi @SwatiYeginati 

Are you trying to do this in PDI? If yes than follow this

https://www.servicenow.com/community/developer-forum/solution-how-to-configure-email-account-in-serv...

User must have valid email id and check in email filter in navigation is any restriction on domain.