User recieving email dispite the notification is been disabled

Prathibha Ethak
Tera Contributor

9 hours ago

If the user has been added in BCC of the email notification, the email is sent regardless of disabled notifications. even if the notifications are disabled for that user? 

 

If it expected behavior in service now platform ?

0 Helpfuls
  • 60 Views
1 REPLY 1

Anupama Singh1
Tera Guru

2 hours ago - last edited 2 hours ago

Hi @Prathibha Ethak ,

 

There are two different cases:

  • User notification preference OFF:
    The notification is active, but ServiceNow checks the user’s preference and normally does not send the email. However, emails added via BCC through scripting or flows may still be sent because they are treated as direct emails. Refer link- https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819789

  • Notification itself deactivated (Inactive = true):
    The notification does not run at all, so it cannot send any email (To/CC/BCC). If an email is still received, it is coming from Flow Designer, Email Scripts, UI Actions, or custom logic, not from the notification.

Hope this resolves your issue 😊Mark  this correct and close the thread if it helped 👍

 

 
0 Helpfuls