Each Addtional Comments sends a new email for RITM record.

SohamTipnis
Mega Sage

3 weeks ago

I have a requirement that whenever I add additional comments for an RITM record, each comment should send each email every time.

Any help is appreciated.

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VishalC3
Kilo Guru
In response to VishalC3

3 weeks ago

And has valid email id mapped in user table.

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VishalC3
Kilo Guru

3 weeks ago

Hi @SohamTipnis 

 

It might be possible that emails are triggering but not sent to actual users.

 

Please use below steps to debug before making any changes to OOB notification.

1. Make sure events are triggering whenever an additional comment is made. (you can check it in sysevent table.)

2. Check if emails are sent from ServiceNow. (check in sys_email table)

3. If no.1 & 2 is working then check if email sending is enabled (https://<instance.service-now.com/now/nav/ui/classic/params/target/email_properties.do )

 

Thanks,

Vishal

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