To is missing in outlook but whereas susccessfully sent in nova

[YerragondaA3099]

Hi Team,

I am facing an issue with email notifications in ServiceNow and would appreciate any guidance.

Scenario: When an SR request is assigned to an agent, the assigned user should receive an email notification. From the ServiceNow side, the email appears to be generated and sent successfully. However, the assigned user does not receive the email.

Observations:

• In the Outlook notification/email record, the "To" field is blank/missing for the assigned user.
• However, the email greeting correctly displays the assigned user's name, which indicates that the user information is being identified somewhere in the notification process.

Due to the missing recipient in the "To" field, the email is not being delivered to the assigned user.

Kindly assist 

[YerragondaA3099]

Also user notification preference is turned on