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

Vaishnavi35 · ‎09-09-2020

Are you asking about Delegate email address? Its correct. Just checked the User Profile

Willem · ‎09-09-2020

Yes, it might look valid. But if you try send an email to the address. You get an undelivered message back in your mail as well. Can you check your ServiceNow inbox?

Are you sending attachments? Might be the receiver is blocking it? Or the person no longer has that email account and it no longer exists?

asifnoor · ‎09-09-2020

Vaishnavi

Undelivered means basically the mail bounced and it could be due to different things

- Invalid mail

- Email box full at client end

- mail not accepted

Try to replicate the same delegates in your dev and check once.

Vaishnavi35 · ‎09-09-2020

Hi Asif,

Ohh i tried in DEV right now. The Delegate dint receive mail. Checked the email logs.

Oh God. Email box is full? Is that the reason?

But it worked perfect earlier in DEV.

Thanks much for the help.

asifnoor · ‎09-09-2020

Coudl be.

Why don't you add yourself as 1 of the delgates and check if you are getting an email or not.

If you get the email and not other delegates then there is no issue with the email functionality of SN. Its more an issue with the specific users (like invalid email or notifications off or some other issue with their mail).

Mark the comment as helpful if it helps to debug.