Issue with Event Triggering but Notification Not Sent for Specific User

[Rohit58]

I am experiencing an issue with the event triggering and notification process for certain users. The event is successfully being triggered via a business rule attached to a catalog task. I have configured the business rule to only activate for a specific catalog task and have tested it for myself. While the event gets triggered correctly, I am not receiving the notification, and it is not appearing in the email logs.

Interestingly, the notifications seem to be working fine for other users, particularly those who are live agents. I’ve checked my account and confirmed that the notification field is enabled and correctly holds my email address.

Could you please help me troubleshoot the issue and determine why the notification isn't being sent to my account, even though the event is triggering?

[Ankur Bawiskar]

@Rohit58 

So for only your profile email is not triggered?

Is your user profile active, not locked out, has notification preferences enabled?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Rohit58]

Yes, My profile is also active - not locked out - and notification preferences is enabled.

[Anand Kumar P]

Hi @Rohit58 ,

Check if that specific user email field is empty, check user profile is active .
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538135
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0783011

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand