Why would a user not get email notifications?

[Mike Cumbee]

Version:           Eureka

Workflow:     Change Notification, Change Request

I'm still refining my Change Request/Notification Workflows - moved all the code into Run Scripts or Script Includes out of the Business Rules.   In the last bit of testing we found one user in the CM Group was no longer getting notification emails for Approvals.   I looked in the Group (she was present) and then checked her profile settings (enabled) - looks like it should be working.   Next round of testing, she was the Submitter and Approver in addition to being in the CM Group that does final approval.   She got no notifications.

I impersonated her account, submitted a CR and ran it through, the notifications for the submitter came through, and she was included for the Group notifications.   I don't see this with other users, prior to Friday, it did not seem consistent.   My testing indicates when I am the submitter, and another user is the Manager, she gets the CM Approval notifications.

Any ideas?

Message was edited by: Mike Cumbee

[Pradeep Sharma]

Hello Mike,

Is the notification triggered based on events? If yes then please make sure "Send to event creator" checkbox is set to true.

Please refer section 12 for more info.

http://wiki.servicenow.com/index.php?title=Email_Notifications#Troubleshooting_Email_Notifications

[Mike Cumbee]

I don't see that option:

And here's my code for assigning who is to work this - maybe this is the issue?

if(current.assigned_to =="" || current.assigned_to == null)
{
       task.assigned_to = current.requested_by;
}
else
{
       task.assigned_to = current.assigned_to;
}

Adding one of the workflows to the initial question

Appreciate y'all trying to solve this with me!

Mike

[Pradeep Sharma · Accepted solution]

Hello Mike,

You should check for email notification record. Navigate to email notification module and open the record->There will be related link "Advanced view"->Click on the link to check for "send to event creator" field.

Please let me know if you have any questions.

[Mike Cumbee]

This - and it is not turned on!

How would that have gotten changed with me opening that up?