Email not getting triggered

[anvitha ash]

Hi ,

The user is not receiving email notifications when an email is triggered. Upon checking the logs, the email state is showing as "ignored" and the type is displayed as "send ignored" (refer to the attached screenshot for reference).

Requesting your assistance in identifying and resolving the issue.

 

Thanks in advance 😃 

[BrianProvencher]

Can you provide a screenshot of the configuration of the email notification?

[anvitha ash]

@BrianProvencher 

The issue is not limited to a specific email notification—the user is not receiving any ServiceNow emails at all.

[anvitha ash]

@BrianProvencher 

The user is active, not locked out, and all email notification preferences are enabled. The same email notifications—such as incident creation, additional comments, and RITM creation, updates, and closure—are being successfully triggered and received by other users. However, this particular user is not receiving any of these notifications.

[tinayang15]

Is the user primary email populated in their notification device and notification preferences?