On-Call Calendaring - I am having issues getting any emails to be created from the trigger rules or simply from the Resend Reminders inside the Rota

[rswhite]

I have clicked the ui Action (Resend Reminders) inside the Rota for our group.   I can see the entry in the event log that it was triggered but nothing ever comes out of it.   I can't tell from the event log message what is happening?   It looks like it's pulling my phone number in instead of my email?

Is there any other way to see what's happening with this?

Info in the Parm2 field when I look at the event:

<div id='schedule'><table><tr><th
align='center'>ServiceNow Administration Schedule(s)</th><th
align='center'>Roster</th><th
align='center'>Shift</th><th
align='center'>2017-06-05<br/>Monday</th><th
align='center'>2017-06-06<br/>Tuesday</th><th align='center'>2017-06-07<br/>Wednesday</th></tr><tr><td
rowspan='2'>ServiceNow team</td><td
rowspan='1'>Primary</td><td>08:00:00-17:00:00</td><td
class='h479e837f4fb21e400b222cee0210c7e5'>Jerry Smith<br></td><td
class='h479e837f4fb21e400b222cee0210c7e5'>Jerry Smith <br></td><td
class='h479e837f4fb21e400b222cee0210c7e5'>Jerry Smith <br></td></tr><tr><td
rowspan='1'>Secondary</td><td>08:00:00-17:00:00</td><td
class='hdf3e39e14f595e00d4d032718110c78b'>Rachel Whitehall<br>309-###-####</td><td
class='hdf3e39e14f595e00d4d032718110c78b'>Rachel Whitehall<br>309-###-####</td><td
class='hdf3e39e14f595e00d4d032718110c78b'>Rachel Whitehall<br>309-###-####</td></tr></table></div><div><a
href='https://mytest.service-now.com/ui_page_process.do?sys_id=a4ce24b3bf1011003f07e2c1ac0739ae&sys_action...'>See
your schedule</a></div><style>#schedule table, #schedule th,
#schedule td {border-collapse: collapse;border: 1px solid black;text-align:
center;padding: 5px;font-size: 10pt;font-family:SourceSansPro, "Helvetica
Neue", Arial;}#schedule th {background-color: red;color:
white;}.hdf3e39e14f595e00d4d032718110c78b{background-color:#BAF2AE;}</style>

[edwajs · Accepted solution]

Hi Rachel,

The event being generated is rota.on_call.reminder.   When you click the button, you generate one event for each person who is included in the upcoming schedule. The specific fields in the event record and their values are:

1. Name - rota.on_call.reminder

2. Table - cmn_rota the event was generated from a cmn_rota record

3. Instance - the sys_id of the associated cmn_rota record

4. URI - the full URL to the cmn_rota record with that sys_id; you can paste it into the browser and navigate directly to that record

5. Parm1 - the sys_id of the sys_user record for the recipient of the reminder email

6. Parm2 - HTML for the body of the reminder email

When the event is processed, it triggers an On-Call Reminder notification. The notification processing retrieves the email address from the sys_user record as long as the Notification field in the sys_user record is set to Enable. It generates the email with the Subject 'On-Call Schedule: <name of the rota>' and the email body from the HTML in Parm2 and then sends it onto the email address of the recipient.

You need to navigate to System Logs > Emails and look for the emails which should have been generated by your event.   If you have not modified the notification, look for emails from around the time the event was processed where the Subject begins with the text 'On-Call Schedule:'.   If you open up the associated Email (sys_email) record, you will see an embedded list towards the top of the email with a link to both your event and the associated On-Call Reminder notification.   And if you click on the Preview HTML Body related link, you will get a pop-up which lets you see the rendered HTML you have shown as the contents of your Parm2 event field.

If no emails were generated for your events, the first thing you should check is the sys_user record to make sure the Notification field is set to Enabled.   After that, you might want to check System Logs > Transactions (Background) to see if there were any messages posted there to indicate what happened with the rota.on_call.reminder Notification processing.   As a final case, if you can't find any evidence of the event processing, you might need to look at the node logs to see if there are any error messages.

Ed Wajs

ServiceNow Technical Support

[shivanipatel]

Rachel,

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Thanks,

Shivani Patel

[J Perla]

So my issue is that.  When trying to generate test notifications (from my group schedules) all the notifications get sent except for email notifications.   This happens for all users that have email notifications set as an oncall method.   Where can I check why this is happening or where this is set? 

BTW, Oncall notification reminders however do generate an email.

Thanks,

Juan