Based on the information provided, I’d recommend taking the following steps:
If your email notifications for leave requests in ServiceNow are not triggering as expected, there are several common troubleshooting steps you can follow to identify and resolve the issue:
Check Notification Logs:
Start by checking the notification logs in ServiceNow to see if there are any errors or issues recorded for the email notifications. You can find this information in the "Notification Log" module.
Notification Events:
Ensure that the notification events are correctly configured. In your case, you mentioned a manual notification upon approval insert. Verify that the conditions for this notification are met when a leave request is approved.
Notification Conditions:
Double-check the conditions specified in your notifications. Make sure they are accurate and evaluate to true when a leave request is submitted or approved by a manager.
Scripting Errors:
If you have used scripts or business rules in your notifications, check for any scripting errors that might prevent the notification from being sent.
Email Notification Configuration:
Review the email notification configuration, including the template and sender email account. Ensure that these settings are correct.
Approval Activity Configuration:
Review the approval activity set on the HR Service. Ensure that it is correctly configured to trigger notifications upon approval.
Notification Recipients:
Verify that the requester's manager is correctly identified as the recipient of the notification. Ensure that the manager's email address is associated with their user record in ServiceNow.
Email Service Configuration:
Confirm that the email service in your ServiceNow instance is correctly configured. Check email properties, SMTP server settings, and credentials.
Check for Suppress Notifications:
Make sure there are no settings or configurations that suppress notifications for this particular scenario. Some incidents or changes may have notification suppressions in place.
Testing:
Test the notification manually by triggering it for a specific leave request record. This can help you identify any immediate issues.
Log Debugging:
If you're familiar with scripting and debugging, you can add logging statements to your notification scripts to help identify any issues with the flow of execution.
Permissions and Roles:
Ensure that the user or the system executing the notification has the necessary permissions and roles to send emails.
Email Logs:
Check your email server logs to see if the emails are being sent but perhaps getting blocked or marked as spam.
By systematically going through these steps, you should be able to identify the root cause of the issue with your email notifications in ServiceNow. It's often helpful to collaborate with your ServiceNow administrator or support team to troubleshoot and resolve email notification problems effectively.
Good Luck,
James
