Hi @AndisG
Please review below points-
1. Check your Notification configuration
Go to System Notification > Email > Notifications, and open your custom notification.
Ensure the following:
When to send: Verify that your trigger condition (e.g., when Incident Created and Assignment Group is Internal) actually matches your test incidents.
Who will receive:
If you selected Users/Groups/Roles, make sure the shared mailbox address is actually associated with a User record in ServiceNow (see next step).
If you’re using Recipients via script, verify that your script returns the shared mailbox user’s sys_id or email address.
2. Make sure the shared mailbox has a User record
ServiceNow can only send emails to Users (or email addresses in a valid format).
Check:
Navigate to User Administration > Users.
Create a new user (if not already existing) for the shared mailbox:
User ID: shared_mailbox
Email: the shared mailbox address (e.g., incident-team@company.com)
Set Active = true.
Use this user in your notification’s recipients list or in your delivery channel.
3. Review Email Logs
Go to System Logs > Emails > Sent and System Logs > Emails > Outbound.
Check if:
The notification was triggered.
The email was queued but failed (error in Email Log).
Common issues:
“No recipients found”
“Suppressed: duplicate email”
“Invalid recipient email”
If you found my response helpful, please mark it as helpful and accept it as the solution.
Thank you
Nawal Singh
