Email not received

[samadam]

I have an email that is being sent out to the Change Request Opened By and couple of email addresses in the CC which are mailboxes and group. I see in the instance emails are in sent state but users are not receiving them. I checked their email rules in outlook etc but did not find anything. What else can I check. they are receiving other emails from ServiceNow but not this email.

[Dr Atul G- LNG]

Hi @samadam 

Are these emails being sent to a group? If yes, please check whether that has already been tried or not.

If you're sending to a dedicated shared mailbox, the members won’t receive the emails directly unless you create a group for the same and set the appropriate flag.

[samadam]

Email is not even going to the requestor. Group email or shared email. I verified requestor has email in the profile.

[Dr Atul G- LNG]

Please check the user preferences to see if the user has blocked or disabled any settings.

[samadam]

Checked it, it's not it. This is very odd that only this email is not received.