ServiceNow Email Redirection Issue — How to Disable Redirection to fred.luddy@example.com?

[joefernandes]

I'm working in a ServiceNow developer instance, trying to send weekly incident summary emails dynamically to each user for the incidents assigned to them. I wrote a Scheduled Script that loops through users, gets their incidents, and sends emails using GlideEmailOutbound.setTo().

However, every email gets redirected to fred.luddy@example.com, even when I explicitly set the To field to other email addresses. Here's what I've already checked and tried:

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✅ Configuration I've Done:

• SMTP account is configured and connection test is successful

• Outbound email is enabled

• Cleared the “Send all email to this test address” field under Email Properties

• Deleted these system properties (if they existed):

  • glide.email.test.user

  • glide.email.override.address

  • glide.email.test.override.address

• Set glide.email.test = false

• Set glide.email.outbound.enabled = true

• Flushed the cache using gs.cacheFlush()

• Ran GlideEmailOutbound test scripts from Script Background and Scheduled Script Execution

• Verified that the email address I’m testing with exists in sys_user and is active

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⚠️ Problem:

Even after doing all of the above, emails sent from scripts (Script Background or Scheduled Jobs) still always go to fred.luddy@example.com. No logs are created under the actual recipient’s email. This seems to happen regardless of which address I use in setTo().

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[Dr Atul G- LNG]

Hi @joefernandes 

Could you please check if Fred's email is mentioned in the email property?

[pavani_paluri]

Please try below options:
1.Set this property to blank
Go to System Properties > Email Properties
Find or create:
Name: glide.email.test.override.address
Value: (leave it blank, don't delete it)
Then click Save.
2. Flush the cache
In the filter navigator, type:
cache.do or type gs.invalidateCache in back ground script
3. Try a simple direct test
Just to make sure it's not your script, try sending a test email using this in Script Background:
gs.email('your.email@domain.com', '', 'Test Subject', 'Hello, this is a test.');
4. Double-check system properties (just in case)
Run this in Script Background to check for any hidden overrides:
var props = [
'glide.email.override.address',
'glide.email.test.override.address',
'glide.email.test.user',
'glide.email.test'
];
props.forEach(function(name) {
gs.print(name + ': ' + gs.getProperty(name));
});

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P