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

Hi Willem,

I am actually testing in QA for a RITM. The User and Delegate both are active and have valid email address.

It worked in DEV when i was testing. Not sure why its not working in QA.

Email log looks like this in QA. Steve is the User Delegate dint receive an email along with him.

Thanks,

Vaishnavi

Jaspal Singh · ‎09-09-2020

Hi Vaishnavi,

Can you confirm once if the Delegate entry is created correctly for the user or not. As others has also pointed many other options to troubleshoot would suggest you to check few as below.

1. Delegate entry created is valid

2. Approval checkbox is set to True for the Delegate record created

3. Exclude Delegate (as suggested by Willem) is marked to False for Approval notifications

4. Delegate user has valid Email address & is Active in system.

Vaishnavi35 · ‎09-09-2020

Hi Jaspal,

1) Valid entry i guess. 2) Approvals checkbox is checked.

3) I think this is the notification for Catalog Approval

4) Correct email address and Active user just checked the User Profile.

Anything to do with System Properties as its QA environment. Not sure 😞

Thanks,

Vaishnavi

Jaspal Singh · ‎09-09-2020

Thanks Vaishnavi for detailed updates.

Can you try some other request for the same user instead of Delegate request once to check if normal notifications are triggered or not.

In addition, check for record in Notification Device (cmn_notif_device) table once for the user.

Vaishnavi35 · ‎09-09-2020

Tried with another user and delegate. checked the logs. The Delegate is not receiving mail

😞

I have tried me as delegate. even i dint receive having admin rights.

But if i go to Self-Service-> My Approvals : The Delegate will see his name and also the User(Who gave Delegate responsibilities) name.

Not sure what you said here by this - check for record in Notification Device (cmn_notif_device) table once for the user.

can you explain

Thanks,

Vaishnavi