How to check if the email is not sent to users?

[Rain Vaine]

Hello experts,

We have a current scenario where there is some emails that is not sent due to the user being inactive. I just found that it is the oob behavior that servicenow will not send outbound emails to an inactive user. 

My next goal is to check on the emails that was not sent. I found that one method is that you could utilize the message in the email logs for emails not sent due to inactive user (Notification (unknown) excluded recipients because user's "Active" setting is disabled:) to search in the system logs, but it takes a lot of time and it is only for emails that was not sent due to the user being inactive. But is there a more efficient way to check on the emails that was not sent?

This is one method that I can think of to search for unsuccessful email sent but as you can see it seems to be not very efficient:

Regards,
Vaine

[Maik Skoddow]

Hi @Rain Vaine 

no, you already were on the right table in your screenshots. So go to table syslog_email and check the "Level" & the "Message" columns

Maik

[Community Alums]

Hi @Rain Vaine ,

Previewing notifications is the first step in testing. Previewing allows verification that:

• Email will go to expected recipients (no recipients are struck out)
• The Subject field resolves correctly
• The Message HTML field resolves correctly

The final step is to verify email is generated and sent.

To generate email, create the condition that triggers the notification. For the Birthday Greeting notification, force the Find Employees with special occasion today Scheduled Script Execution to execute.

In the main ServiceNow browser window, use the All menu to open System Logs > Emails. No email appears in the log for users who are struck out in the Notification Preview. Be patient when testing emails. The process to send emails executes one time every 60 seconds.

Use the All menu to open System Mailboxes > Outbound to check Outbound emails from the System Mailboxes.

• Outbox: generated messages waiting to be sent
• Sent: messages that have been sent to the recipient(s)
• Skipped: messages that were generated but not sent due to the value in the Weight field of the notification
• Failed: messages that ServiceNow was unable to send

The Sent module shows which generated messages were sent. Open a record to see the details of the outbound email.

Any test email included on the notification's Who will receive list should have an email in its mail application's inbox.

To set the email sender to a different sender than IT Service Desk, modify the Email user label field in the ServiceNow SMTP Email account using the System Mailboxes > Administration > Email Accounts module. This value is ordinarily set by a system administrator and not by an application developer.