User's are not receiving scheduled report emails.

[Chindam Priyank]

User created 6 scheduled reports out of which 3 scheduled reports email are not receiving by user. But we have email logs with in our instance (sent & processed).

The same user receiving  emails sometimes and sometimes not. User is having access to reports (view/read access).

This scheduled reports run every day and every we have email log sent from instance to user.

The issue is intermittent.

Kindly suggest.

[SwarnadeepNandy]

Hello @Chindam Priyank,

It could be possible that the email server or client is blocking or filtering the emails from ServiceNow. 

This means that the emails are sent from ServiceNow, but they are rejected or ignored by the email server or client that handles the user’s email account. This can happen for various reasons, such as:

• The email server or client has a strict security policy that prevents unknown or suspicious emails from reaching the user’s inbox.
• The email server or client has a spam filter that marks the emails from ServiceNow as spam or junk and moves them to a separate folder.
• The email server or client has a quota or limit on the number of emails that can be received or stored, and the emails from ServiceNow exceed that limit.

To check if this is the case, you can look at the email logs in ServiceNow and see if there are any errors or bounce messages that indicate that the emails were not delivered successfully. You can also ask the user to check their spam or junk folder and see if the emails from ServiceNow are there. If so, you can ask them to mark them as not spam or add ServiceNow as a trusted sender. You can also contact the email server or client administrator and ask them to whitelist ServiceNow or adjust their settings to allow the emails from ServiceNow to pass through.

Hope this helps.

Kind Regards,

Swarnadeep Nandy