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

[Kartik Choudha1]

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!

[Ankur Bawiskar]

@Kartik Choudha1 

so issue is with only 1 user?

[Kartik Choudha1]

Yes, with one user we can see as of now. Attaching screenshot.

we can see that when Manuel is the only person in TO , he is not part of recipient field and the email’s state is IGNORED.

and other case where more than person are there. Manuel is there is TO but getting excluded from Recipient. But still the email’s state is PROCESSED as RUBEN is there.

by this we can understand that servicenow is not sending an email to Manuel. But the root cause is not find for this. 

[Kartik Choudha1]

Hi @Ankur Bawiskar 
Any suggestion or idea.

[Kartik Choudha1 · Accepted solution]

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