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.