Lifecycle Event Notification is not send

[MAX17]

Dear Community,

I have a question regarding the notification created by a Lifecycle event.

I followed the steps described here: https://docs.servicenow.com/bundle/newyork-hr-service-delivery/page/product/human-resources/task/configure-hr-lifecycle-event-activity.html#configure-lifecycle-event-activity-notification

and it worked until yesterday morning 🙂 After that, something happened and I am not able to find out where the error came from:(

the selected email template is not shown but there is one selected. Even if it looks weird, it had already been working.

If you can help me and tell me where my error could be, I would be really happy.

Thank you very much,

Max

[asifnoor]

Hi,

Why don't you select the template and try gain? Is the template exist or it does not exist in the system?

[MAX17]

Hi,

I already selected the template. It exists in the system and it is already selected, but it is just not displayed in the form that the template is selected.

I think there must be another reason why the notification is not sent.. Do you know any other requirements that are necessary to send it out? What else do I need to do to make a notification work?

[asifnoor]

There are quite a few reasons why notification does not go.

When you trigger the notification, check in the logs if you see any message with regards to notification.

Generally if the user is inactive or locked out or if notification preferences is off, then notification will not go.

if the mail script or template has any error, then notification will not go.

You can find info on this in the logs after the notification is triggered.

Mark the comment as a correct answer and also helpful if this helps.

[MAX17]

The problem that I figured out now is the following:

I have a record producer and a HR Services (Fulfiller Type: Service activity) behind it. The case that is created that way has a task for the employee to sign a document. This step works.

In addition, I want that a notification that is send to the employee too. I have another HR Service (Fulfiller type: Lifecycle Event) which sends the right Notification to the correct recipients. So this step works too. But I need to connect this HR Service to the same Record Producer.

The problem now is that for each Record Producer I can only select one HR Service. Which results in the fact that I need to set one of the HR Services to "Inactive" in order to Activate the other one.

How can I get around this?

The next step would be to send a Checklist to certain Recipients. I think, that the same problem will occur again there...