For a user outlook mails are not getting from last few days from specific xyz email adfress

[sinu2]

From last 3 weeks a user not getting outlook emails from specific email adress

What we need to do in servicenow or in outlook pls suggest

[Dr Atul G- LNG]

It looks like an Outlook issue, not a ServiceNow one. Please check if the user has a valid email address in their ServiceNow user profile. Also, review the email logs in ServiceNow to confirm whether emails are being triggered and sent to the user.

[GlideFather]

Hi @sinu2,

check email logs and you will see if ServiceNow sent them.

Navigate to Emails:

And search for the particular recipients' email address in last few days. 

If the email is there with Type "send-ready", it will be probably problem with their anti-spam rules or disabled notifications, spam folder etc...

Let me know if the emails are found, if there are no emails and they should be in the logs, then it is a ServiceNow issue and must be investigated... 

[GlideFather]

@sinu2 

Awesome debugging method is as below:

• go to Emails and if you find the email:

• open the particular record:

• and from there you can locate what Notification definition it is - open it:

• click Preview Notification:

And finally from here you are able to see whether that user has deactivated notifications or not.

Compare my profile with red strikethrough >>> deactivated:

versus another account (Abel Tuter). Not in red >>> not deactivated:

This method is of course available only if the email is indeed sent and found in the logs.

Please let me know if this was helpful for you and how did you resolve the email issue. Thanks