Delegate not receiving mails regarding approvals

Vaishnavi35 · ‎09-09-2020

Hi,

The delegate is not receiving mails regarding approval. I have checked in Email logs.

It worked fine in dev but not in QA.

Thanks,

Vaishnavi

Vaishnavi35 · ‎09-10-2020

I have raised a ticket to HI Portal. The issue was we have to check "CC notifications" along with "Approvals".

then only an email will go to the delegate.

If you do not select the "CC notifications" check box the email will not go. But he can see the approvals when he navigates to Self-Service-> My Approvals

Check this link. Its clear.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/use/employee-self-service/task/t_DelegateApprovalsTasks.html

View solution in original post

asifnoor · ‎09-09-2020

Can you check if notifications are triggered or not or may be you are getting any error. Check the logs as well.

asifnoor · ‎09-09-2020

Also if the user notifications are off or if the user is locked out or inactive, even then notifications don't go out. To know that, you have to check the logs and there you shall know if thta is any reason for notification not to trigger.

Vaishnavi35 · ‎09-09-2020

Both Delegate and the User are active. I am actually testing in QA.

It worked fine in Dev environment(In email logs).

It shows like this in email logs - QA

Thanks,

Vaishnavi

Willem · ‎09-09-2020

Can you check the email? It does appear to not be a valid email address. That is why ServiceNow gets undelivered back.