Issue firing Events/Notifications based on the Task table from Workflow/Business Rule

[Lavanya D]

Hi all,

I have a requirement to send a OOB Task level Notification for an external (user outside of servicenow) email id, I have created a branch activity and kept catalog task as well as Run script in workflow to handle in parallel , so first as soon as task gets created the run script to call the event  "sc_task.assigned.to.group" and sends notification to "abc@gmail.com".

 But only the event log is created, email is not sent for the above. I even tried to trigger event by creating "Create Event" in workflow but this is also just creating a event log , email is not sent.

So I tried the same even with Business rule, but still only the event log is created email is not sent or ignored. 

Note: I checked even the event parameters in the corresponding notification and tried, then too not working.

Any assistance would be greatly appreciated.

Thanks

Lavanya

[Lavanya D]

Ankur,

Yes, the proper Gmail ID is given. I tried to print the logs, so in "email_action.recipient_users", I am getting my gmail address in logs. But I dont know as whether I need to make any insert or update action. The email is not sending to this ID.

[Ankur Bawiskar]

Hi Lavanya,

when should the email trigger?

Is it to be sent when something gets updated? if yes then on which table?

Also I could see the BR is of type Display on RITM; so this BR would trigger on every form load of RITM

Regards
Ankur

[Lavanya D]

Hi Ankur,

This email should trigger only when a Catalog Task with short description "Task 1" and only when catalog item -> sys id "7c81caf91b5010103480fc86cc4bcb59", get created. I even tried directly on Catalog Task table, I am only getting triggered in event log.

Yes, I tried to change even the condition as "After" Insert in BR, no change.

Thanks,

Lavanya

[Ankur Bawiskar]

Hi Lavanya,

So you are saying event is triggered, recipient is proper, event is processed, email sending is enabled still email not received

Sharing few links below for troubleshooting

https://hi.service-now.com/kb_view.do?sysparm_article=KB0521382

https://pathwayscg.com/troubleshooting-email-issues-in-servicenow/

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[DirkRedeker]

HI

Can you please submit screenshots of your notification?

BR

Dirk