Email Notification Issue

[Beto]

I have some users that are not getting any email notifications i.e. open incident, approvals, etc... When I go into one of the notifications and click "preview notification," their name is crossed out in red and it states: "excluded recipients because user has no usable devices." Not sure what that means.

[Beto]

They do not have access to that section. Only profile view is available.Their not an ITIL user.

[djohnson1 · Accepted solution]

Bryant, 

      The issue is likely a result of an inactive or missing Notification Device Record for Penny Hammer. Please check the cmn_notif_device table for a record related to user Penny. I included a background script to quickly determine if the record exists and its current state. 

var gr = new GlideRecord('cmn_notif_device');
gr.addEncodedQuery('user.nameLIKEPenny Hammer');
gr.query();
if (gr.next()) {
   gs.print('Notification device record found for: ' + gr.user.name + ' record is currently: ' + gr.active + '!');
} else {
    gs.print('No notification device record found');
}

    If the record is not active use the fix-script below. If the record is missing you will need to troubleshoot the BR for adding/updating this related record on the sys_user table. 

var gr = new GlideRecord('cmn_notif_device');
gr.addEncodedQuery('user.nameLIKEPenny Hammer');
gr.query();
if (gr.next()) {
  gr.active = true;
  gr.update();
}

Thanks, 

Derrick Johnson

[Bablu Sharma]

Thank you very much.. your information really helped me to fix the similar issue 🙂

[Sergio Elizondo]

Thank you very much friend, your idea worked.