Notification triggered but email not sent

[Sruthi17]

Hi experts,
Kindly help me solve the below stuff
I have a email notification, its getting triggered but no emails sent

When I add a worknote to incident, I see the log message in the system logs, but I see no emails in 'sys_email' table
Verified that the incident has a active "assigned to" user who has email.

Can anyone help me find what the issue is?

[Harshal Aditya]

Hi @Sruthi17 ,

Hope you are doing well.

Could you please help us with the below questions-

1. Are you able to see the email triggered in the email logs ? If so please ask the user to check spam folder or please check if serviceNow email are whitelisted in outlook/gmail or not

2. Please check the assign_to/ worknote list user profile. They might have disabled the notification.

3 Might be possible that user have unsubscribed the notification.

4. Is this notification working for other users

Please mark this response as correct or helpful if it assisted you with your question.

Regards,
Harshal

[Sruthi17]

Hi @Harshal Aditya ,
I am not able to see the email even in the email logs.
In the system logs I am able to see the logs added in the advanced script, but I am unable to see the email logs

[Harshal Aditya]

Hi @Sruthi17 ,

Please refer the below link might be helpful

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0535129#:~:text=The%20user%20....

[HS4]

Hi @Sruthi17,

Please check notification settings for your 'assigned to' user. If this user has disabled incident notification, you will not see any email in email logs. Do test your notification with different users.

Thanks,