question Email notification is being triggered but user not receiving the notification. in Developer forum

Email notification is being triggered but user not receiving the notification.

snow_beginner — Thu, 02 May 2024 10:18:28 GMT

Hi,

there is an email notification that gets triggered everyday at 3 am if a change is completed.

I can see in the mailbox that the notifications are being triggered but the user says he has not received anything since Feb 2024. What could be causing this issue as the system is sending them out?

I have checked his user profile and the notifications are enabled on it.

I have found this Verifying a user's notification preferences - Support and Troubleshooting (servicenow.com) but can't find notification preferences in the related links of his user record. He does have 5 in-use assets in his name. Could this be the issue?

Below are the notification details:

When: send when triggered

who: requested by and send to event creator checked

what: body of email notifying that change is finished implementing

There are also 2 flows for this email in flow designer with details below:

FLOW 1

trigger daily at 3 am

FLOW 2 - although I am not sure if it is relevant because it seems like its for posting to the worknotes

Not sure why the emails are in the outbox but the user is not getting them in his mailbox.

Re: Email notification is being triggered but user not receiving the notification.

Karunakaran — Thu, 02 May 2024 10:43:08 GMT

Hi @snow_beginner ,

regarding the point:

I can see in the mailbox that the notifications are being triggered but the user says he has not received anything since Feb 2024. What could be causing this issue as the system is sending them out?
Please confirm, if the user is receiving other emails from ServiceNow.

This could be because of user preference settings.

Please impersonate the user (if possible) and check this

And let me know for more questions/concern.

Thank you

Regards,

Karunakaran.

Re: Email notification is being triggered but user not receiving the notification.

Danish Bhairag2 — Thu, 02 May 2024 10:45:03 GMT

Hi @snow_beginner ,

Did u check the email logs whether that got generated or not. if it is generated than there below under related list it will specify the issue as to what has caused it not to send to the user. Try this once. Hope it helps!

Thanks,

Danish Bhairagdar

Re: Email notification is being triggered but user not receiving the notification.

snow_beginner — Fri, 03 May 2024 08:29:12 GMT

Hi @Karunakaran I checked this yesterday by impersonating the user and the allow notifications button is on and I then searched the notification too in the search box to the right and the notifications for that are also on.

Re: Email notification is being triggered but user not receiving the notification.

snow_beginner — Fri, 03 May 2024 08:31:21 GMT

Hi @Danish Bhairag2

I checked the email logs yesterday and what I meant was that the notification is getting generated in general. I did not see one being sent out to him, but saw that it was being sent out to other users.

For some reason he is not receiving that particular notification, but he is receiving other notifications though.

Re: Email notification is being triggered but user not receiving the notification.

Karunakaran — Fri, 03 May 2024 08:43:46 GMT

Hi @snow_beginner Super. Is the user active? or using different email address or different account?

Can you please check these ?

Re: Email notification is being triggered but user not receiving the notification.

AnimeshP_96 — Fri, 03 May 2024 09:07:43 GMT

@snow_beginner

So firstly check user is active or not , then if he is active then check for the email field is having value or not , then lastly notification(field in user table) should be enabled for that user if all this conditions are meet then check SMTP protocol in "email diagnostics" application whether all are green or if something is wrong , check the connection , let me know if this works.

Re: Email notification is being triggered but user not receiving the notification.

snow_beginner — Tue, 07 May 2024 09:17:58 GMT

Hi @AnimeshP_96

I have checked the user record, he is active and the notifications are enabled on the user table. I have checked the email diagnostics and see this

Opening the inactive record shows this

However checking the email logs, the notification is not being sent from the address above, it is sent from notifications@servicenow.MYCOMPANY.com

Also over the weekend, the user had 2 changes scheduled for friday (may 3) and the notifications were supposed to be sent out on saturday at 3 am. He only received notifications for 1 of the changes and not the other one.

Thanks

Re: Email notification is being triggered but user not receiving the notification.

AnimeshP_96 — Tue, 07 May 2024 11:26:41 GMT

yes @snow_beginner , check the below snap, connection should be establish between snow and SMPTP server to send notification.

configure the record like this and then check email diagnostic again if its green.

let me know if this works.

Re: Email notification is being triggered but user not receiving the notification.

AnimeshP_96 — Wed, 08 May 2024 06:41:16 GMT

hey @snow_beginner

did it work ? let us know , if not let me know how should it help your query.?

Re: Email notification is being triggered but user not receiving the notification.

snow_beginner — Wed, 08 May 2024 09:12:17 GMT

Hi @AnimeshP_96

I have spoken to a senior dev in my team and he says we actually used a customized one.

In the screenshots I attached in my previous message. you can see that there is one which is successfully connected and thats the one we use.

Anyways someone pointed out that the limit on the flow designer which sends out the notification is set to 1000 and there were more than 7000+ change requests in implement state on last friday so thats maybe why it did not go to everyone because of the limit. Do you think thats correct, would increasing the limit to 100000 help with this.

Re: Email notification is being triggered but user not receiving the notification.

AnimeshP_96 — Wed, 08 May 2024 11:26:42 GMT

@snow_beginner
yes if thats the case then try possibly it would work, sometimes email logs get jammed coz there will be lot of email pending to be sent , but its not sent and its in ready state, and suddenly its turned on, that will fixed it i guess.