Client is receiving notifications which are opened by other users

[ramireddysa]

Hi Team,

A client is receiving system-generated case notifications that were created/opened by other users. She is not the caller/creator of these cases, but the notifications are being sent to her registered email address.

What would be the best way to troubleshoot this in ServiceNow and identify why she is being added as a notification recipient?Could you please help me how to stop these notifications which are opened by other users?

@Ankur Bawiskar 

@Dr Atul G- LNG 

@Matthew_13 

@GlideFather 

@Hemanth M1 

@Tanushree Maiti 

[Bhavya11]

Hi @ramireddysa ,

1. Navigate to System logs >Email  and open one of the email. review the recipient list and related notification generated the email
2. if event is trigger this email verify the associated event and notification
3. Review  the affected case records and check if user info/ email address is appeared in any related notification records like 
     a. Watch list
     b. Work Note list

[svirkar420]

Hi @ramireddysa ,

1. Can you check what is being cofigured in the email notification, in the "who will recieve" tab. If that user is there in that field then that user will receive notification.

2. How are you triggering the notification is it via record creation or flow or schedule job?

3. If you are doing anything in notifiaction and using parameters i.e. parm to send the notification then check what is configured in the parameters and troubleshoot.

Let me know what and how have you configured the notification and then we can think of cause and the solution.

If this response helps you mark it as accepted solution and give it a thumbs up 👍. This help me and community to find answers quickly.

Best Regards,

Saurabh V.