Unable to send password reset email

Rika Tateyama
Tera Contributor

‎10-13-2022 07:46 PM

Hi there!

The following user has performed a password reset on the portal site and is unable to receive email. How can I resolve this?

RikaTateyama_0-1665715606180.png

 

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Community Alums
Not applicable

‎10-13-2022 08:28 PM

HI @Rika Tateyama ,

Here are the points need to verify in order to fix the issue:

 

- Verify if this is happening for all the users or any specific user.

- Check if user is able to receive other notifications like incident creation, incident update, etc.

- When a user tries to reset the password, check sysevent table on the instance and verify if the "password.reset" event got triggered. 

- Impersonate the user on the instance and check their preferences for the notification especially the Primary Email Address value. Make sure it has the correct email address.

- Make sure user has subscribed to the password notification.

- Check cmn_notif_device table and see if proper device type is configured for the user. If not, create one device by setting Type as Email and correct email address.

 

You can also refer to this KB : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993854

 

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Omkar Kadoli
Tera Contributor

‎10-13-2022 08:58 PM

Hi Rika Tateyama,

 

Is the system generating a sys_email record for this user's password reset notification, or is NO email record generated at all in the instance?

 

If no sys_email record is generated:

 

There may be some sort of configuration problem for this user's email/device/etc, as ctomasi notes.

 

And, if something were to cause the notification system to exclude everyone from an email, the resulting email would have no recipients.   If that were the case, the email record is not normally stored.

 

An email generated by a system notification usually has some extra logging indicating why the recipients are included or excluded.   (See Outbound email notification recipients )



But to see those logs, an email record must exist.   To help debug in the case the email has all recipients excluded and is not stored, use the following property described here: Additional email properties.

 

        glide.email.notification.save_when_no_recipients

 

This causes the email record to be saved. A side-effect is that any log messages about excluding recipients will now have a related email record and can be saved. Then look at the email record's related logs to see if you can get any helpful information there.

 

Of course, remove the property (or set to false) after you are done to avoid saving useless records.

 

Thanks,

Omkar

 

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