Emails are getting set to send-ignored.

[Mohammed20]

Hi Experts,

We have a notification when a KB article gets a rating and comment through the service portal, and the notification is sent to one particular email address, which is not a group or user in ServiceNow. The notification is generated but not sent to our testing email in QA instance, which is set in the outbound email property. email server is set to send Ignore not proceeding to send the email.

what should be need to done?

Thanks,

Mohammed

[Mohammed20]

This is only a particular notification, once the user is testing on the change module or incident that is sent in the test email, which has defined in the email properties.

Thanks,

Mohammed 

[Saurav11]

This may because at the same time two different notification are generating form same table for the same user .In the notification there is aa field weight. The notification with higher weight takes precedence and get executed and the other notification get ignored.

If you set the weight to 0 for both the notification you will get both email

[Mohammed20]

There is no other notification defined and generated on the same table.

Thanks,

[Saurav11]

You mentioned that even for user which si present in Servicenow it gets ignored.

Maybe the issue is with the notification itself. Can you preview the notification and see if it's appearing correctly or not.

thanks.

[Mohammed20]

Please see the screenshot, there is a preview perfectly fine.