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

[RaghavSh]

There is possibly a custom BR on sys_email table, which is marking this email as send-ignored.

check for any custom BR , mark it inactive and then  try.

[Mohammed20]

Hi Raghav,

In our instance, we have a custom business rule defined in the sys_email table, and we have marked the active false but are not sending the notification.

Thanks.,

[RaghavSh]

I have faced this issue due to custom BR, can paste the logic of custom BR here.

Or try using Debug business rules, that will help.

[RaghavSh]

@Mohammed was your issue fixed>