User's email address on user record does not reflect on their primary email record

[Sofija]

Hi All,

We have an issue where users are not receiving emails from ServiceNow because their email (on sys_user table) has been updated but this update has not been reflected under their primary email address (which is used for sending email notifications). Therefore, emails are being sent to the old email address The issue occurs when user email gets updated on user record but it does not get reflected on their primary email. We are not not sure how many users are not receiving their emails because their primary email and the one on their user record do not match.

1) Did anyone encounted this type of problem previously and have any suggestions on how to resolve it? We also logged HI ticket for this.

2) Does anyone know where the primary email lives (on which table)? We want to run reports that would show all users whose primary email is different from the one on their user record (we tried to create one but we cannot locate the table on which the primary email information lives).

Any thoughts and suggestions are appreciated!

Kind Regards,

Kamile

[Sofija]

Found answer to Q2: This lives in cmn_notif_device table.

[sumeet_n]

Hi Kamile,

Did you check BR on sys_user table by name "Create primary email device" which is used to keep cmn_notif_device table updated for primary email address?

[Sofija]

That business rule only creates one but it never updates it.

[sumeet_n]

and the BR "Update Email Devices" ?

Else you may consider writing a BR for the same