Email's not getting triggered to user

[anvitha ash]

Hello,

A particular user is not receiving any notifications from ServiceNow, including for incidents (created, updated, mentioned, resolved) and request items (RITMs submitted, updated, or closed). Notifications are functioning correctly for all other users, so the issue appears to be isolated to this one individual.

The following checks have already been performed:

1. User Notification Preferences

Verified via Profile > Preferences > Notification – all relevant notifications are enabled, including email notifications.

2. Notification Devices

Confirmed that the user's primary email address is listed, active, and correct.

3. Email Address Accuracy

Double-checked to ensure the email address is valid and correctly configured.

4. Notification Subscription

Verified that the user is subscribed to the appropriate notifications.

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

5. Email Client Filtering

Confirmed with the user that there are no rules or filters set up in their email box that could redirect or block ServiceNow emails. Also checked spam/junk folders.

6. Email Logs

There are no records in the sys_email table for this user's email address, indicating that no emails are being triggered for them.

7. Platform Configuration

This issue is occurring in the production environment. All outbound and inbound email properties have been reviewed and are correctly configured.

Despite all of these checks, the issue persists.

Request:

Looking for additional suggestions or guidance on what else to investigate or configure in order to resolve this issue.

Thanks in advance ☺️ 

[Dr Atul G- LNG]

Hi @anvitha ash 

Does the user have a valid email ID? Is the username showing in the logs? Try creating a new user, add an email ID, and then test again. If it still doesn’t work, log a support case.

[anvitha ash]

@Dr Atul G- LNG 

This issue is for only particular user. All the new users on-board recently are receiving emails 

Is there anything else which i need to debug apart the the above mentioned points 

Or any suggestions 

[James Chun]

Hi @anvitha ash,

Have you checked the 'Notification' field of the User [sys_user] record as well?

Cheers

[anvitha ash]

@James Chun 

In the user table the notification is set to "enable" for the user.