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 😃 

[Ankur Bawiskar]

@anvitha ash 

is that user active, not locked out, has email field populated, notification preference is enabled?

Other emails are sent from the instance?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[anvitha ash]

@Ankur Bawiskar 

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.

[Swapna Abburi]

Hi @anvitha ash 

Did you check the the corresponding user record in "cmn_notif_device" table for this user? If record exists in this table, is email address present?

[anvitha ash]

@Swapna Abburi 

@Swapna Abburi 

The user record exists in the "cmn_notif_device" table and active.

I'm not familiar with the purpose of this table, so I'd like to learn more about it to enhance my understanding.

[Swapna Abburi]

@anvitha ash 

More info about these tables can be found in below article. Helpful in troubleshooting email related issues concerning individual users.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0750584