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 😃 

[anvitha ash]

@Swapna Abburi @tinayang15 @Ankur Bawiskar @BrianProvencher 

I have tried everything mentioned but still no luck 

[Ankur Bawiskar]

@anvitha ash 

only 1 user is not receiving email? other users on the recipient list are getting it?

[anvitha ash]

@Ankur Bawiskar 

Wherever user is tagged he is not receiving any email's. All the notification seetings are turned on and notification device is also set to primary email and is active 

[Ankur Bawiskar]

@anvitha ash 

then check by impersonating that user and see if all these are turned on or not

also check this link, response from Anvesh

Some users have been mentioned and can't receive emails either 

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

[tinayang15]

Usually the steps we take if a user is not able to receive emails is as below:

1. Check to see if they're on the VPN if working remotely
2. Check Notification preferences > General Tab AND Advance Preferences and make sure they are all turned on

1. Check Email Notification device is primary email and has a valid email address
2. Check and make sure they can receive emails via outlook - send an email to them to see if they received it
3. Check outlook rules to see if their inbox is sending ServiceNow Emails to another folder in outlook