Email Notification Issue

Beto · ‎04-23-2019

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.

djohnson1 · ‎05-21-2019

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

View solution in original post

Prateek kumar · ‎04-23-2019

Check this out

Check if panny hammer has notification enabled.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0623193

Please mark my response as correct and helpful if it helped solved your question.
-Thanks

Pooja Devkar · ‎04-24-2019

Hello,

Set a email field, For example, abel.tuter@example.com
Set the user, for example, abel.tuter, notification enable or active.

Hope, this will help you. Please mark helpful or correct.

Thanks & Regards,

Pooja Devkar

Beto · ‎05-16-2019

The user already has notification enabled, email populated, and is active; still issue.

HV1 · ‎05-21-2019

This happens when that user has disabled the email notifications from his/her personal settings. You need to impersonate the user, then click the gear icon on top right to open the system settings. Go to notifications and check if the "Primary Email" under notification channels is switched off or not.