Email is not sending to some specific user always showing 'sent-ready'

[ramesh_r]

Hi All,

I am facing an issue with email delivery. The emails are working correctly most of the time, but for some random users, the email is triggered but is not actually delivered to them.

In the email logs, the status still shows as "sent-ready".

Could you please help me troubleshoot this issue and identify the root cause? Also, please suggest how we can fix or prevent this from happening.

Thanks.

[Tejas Adhalrao]

hi @ramesh_r  ,

I would first check whether the issue is on the ServiceNow side or with the recipient's mail server. The "sent-ready" status generally means the email is ready to be processed by the email sender, so I would check the Email Log and System Mailbox > Outbound > Sent/Failed records for the affected users.

Also verify the recipient's email address in sys_user and check whether there are any email address/domain-specific issues. If ServiceNow shows the message as sent but the user never receives it, check the recipient's mail server/Exchange/M365 logs, including quarantine, spam filtering, transport rules, and bounce/rejection details.

Since it happens randomly for specific users, I would compare a working user's email record with an affected user's record and check whether all affected users belong to the same domain or email group. This comparison usually helps narrow down whether it is a ServiceNow configuration issue or downstream mail delivery issue.

If this helps, please mark it as Helpful and accept the solution.
Regards,
Tejas

[AnupriyaC]

Hi @ramesh_r , 
Please check the below link it might be helpful to your case.
Emails are stuck at "send-ready" state and not being sent to the recipients outside the instance. - ...
It states the missing of the plugin "com.glide.notification.dashboard" in Australia version. Can you check and confirm back if the plugin is already installed.