User not receiving notifications - no obvious reasons why!

[Alex Wheeler]

Hi All,

Very stuck here - we have a user who doesn't seem to be receiving engineer update notifications that other identical users in the domain (same roles etc.) are getting.

Conditions below:

Are there any obvious reasons that could lead to this issue occurring specifically for this user?  

Apologies if this is very simple, quite new to SNOW and still trying to get my head around it!

TIA,

Alex

[Brian Lancaster]

Are they receiving other notification? Perhaps they turned off this notification using the unsubscribe at the bottom of the notifications or via notification preferences. Which can be found in the gear icon in the upper right corner of ServiceNow.

[Alex Wheeler]

Hi Brian - already checked the subscriptions and the user doesn't have anything unchecked, so no reason he shouldn't be receiving them. The one oddity we've noticed with his notification preferences however is that they all appear to be blank until you click into them (as you can see under 'Create Personal Notification'):

[Yousaf]

Hi Alex,

Please refer to these KB Articles. 

Some users do not receive notifications

A specific user is not receiving the Specific Email notification

Mark Correct and Helpful if it helps.

[Alex Wheeler]

Thanks Yousaf - we'd already referred to the documentation which didn't yield any positive change unfortunately. We're using a number of notifications from global and filtering out certain organisations (we're using as an MSP) - we're going to recreate notifications under each sub-domain to see if this prompts the notifications to be sent.