User has not recieved the email in outlook but Outbox/Email table log shows the user in TO recipient

Kartik Choudha1 · a month ago

Explaination -

Issue- (Note this is happening with one particular user only)

Work Notes section shows the email entry which is sent and that shows the two users in TO recipient. User A, User B
Email log - sys_email table or outbox table shows the log in SENT state. PFB breakdown of two field from email log.
- To - User A, User B
- Recpients - User B only
Outlook email has been sent to only User B.

Findings -

User record is active, valid and not locked out.
Notification device record is ACTIVE true.
Notification is based on the event. So, event is getting generated and Param1 is having two sys_id of user record (User A, User B)
Notification is not having any condition, it is event based.
Notification record's Param1 field is checked.

Only catch i can see is -> sys_email log is showing two users in TO field but only 1 in Recipient field.

Any help would be appreciated.

Thanks in adv!

Kartik Choudha1 · yesterday

Cause:

This particular error is thrown because their email has reached the limit of failed attempts to send notifications. Previous attempts to send emails to the bad recipient get processed for the first 9 times, but each of those attempts will receive a returned email from the mail server of the recipient email with a subject line starting with "Undeliverable:..." and the email logs of that returned email may have messages, such as "Email set to ignored because of disallowed from address, email_address_filter_reason = Disallowed address", explaining why the email did not get sent.

Resolution:

The issue can be resolved by going to the Bounce Email Address(sys_blocked_email_address) table, locating the email that was blocked, setting the field 'Failed count' to ZERO and 'State' to NEW.

Currently that 'Failed count' was 10 and 'state' was Blocked.

Referenced KB articles-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1646657

View solution in original post

Ankur Bawiskar · a month ago

@Kartik Choudha1

things to check

-> if user is there in recipient and email is sent then check in that user's outlook config if it's going to Junk/spam folder

-> is this happening with only that user or any other user as well

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Kartik Choudha1 · a month ago

Hi @Ankur Bawiskar
User is not in the outlook email's recipient itself.

But he is there in the TO field of Sys_email log table

+

He is not there in the RECIPIENT field of sys_email log table.

Ankur Bawiskar · a month ago

@Kartik Choudha1

if that user is in TO then that should also be sufficient.

How about this happening with other user?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Kartik Choudha1 · 4 weeks ago

Thanks for the response! @Ankur Bawiskar
For other users, their email IDs are present in both the fields TO and Recipients.