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]

So ServiceNow found the same issue as we did - the BS rule was not ticket to true so it was not running. However, we still through it was an issue because users records were not being updated when loaded. We had to change all user emails to email@email.com and then load their data again. The rule then ran and is now updating all primary devices.

[rebecca75]

Right, but I don't think updates will work based on the user's email. The reason it worked is because you reloaded and the BR fires on insert, but there is no BR that runs on update. I'm digging into this now since we're having the same issue. 😞

[rebecca75]

The problem is that the BR kicks on insert of record and not on update as well. I have the same issue and I can replicate in an OOB instance. I'm working on a solution.

[rebecca75]

The BR 'Create primary email device' runs after insert - so wouldn't run on an update. I'm still digging around, but I'm having the same issue reported by users. I think there needs to be another BR to update primary email device when sys_user email is updated/changed.