question Why is email not triggering on this ticket in Service Management forum

Why is email not triggering on this ticket

joshmorris — Tue, 22 Jul 2025 08:56:48 GMT

As you can see on the 16th a ticket was assigned to the group and Mark was @ in the ticket. He is also the email listed for the group so should get emails. However when checking the logs there was no emails triggered. Does anyone have any idea why?

Re: Why is email not triggering on this ticket

Ankur Bawiskar — Tue, 22 Jul 2025 09:00:58 GMT

@joshmorris

are you saying that user didn't receive the email when that user was mentioned with @ feature?

Did you check if that user is active and not locked out?

Did you check if that user has notification preference enabled?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Why is email not triggering on this ticket

Rafael Batistot — Tue, 22 Jul 2025 09:02:08 GMT

Hi @joshmorris

Your situation is common in ServiceNow when using AT Mentions (@ mentions) and group assignment, but no email is sent. Let’s break down why this happens and how to fix it.

Why No Email Was Sent?

1. AT Mentions (@mention) Do Not Automatically Trigger Emails By default:

@mention (Activity Stream) adds a journal comment notification only if there’s a configured Notification or Subscription.
ServiceNow does NOT send emails just because of @mention unless:

The user has Activity Stream Notifications enabled.
There’s an Event and Notification configured to handle it.

Work notes mentions usually don’t trigger emails to the mentioned user unless explicitly set up.

2. Group Assignment Notifications May Not Cover Individual Users

If Mark is the email contact of the group, he receives group notifications only if:

There is a notification configured for the group.
The group email field is respected in the notification setup.

ServiceNow does not automatically notify individual group members unless:

The “Send to members” option is checked.
Or, subscriptions are in place.

Re: Why is email not triggering on this ticket

joshmorris — Tue, 22 Jul 2025 09:05:51 GMT

Yes they didn't receive it when @ and they also didn't receive it when the ticket was assigned to the group. The group email is set to his email address so it usually goes through to him. The user is active and not locked out. How do I check notification prefernece?

Re: Why is email not triggering on this ticket

joshmorris — Tue, 22 Jul 2025 09:06:23 GMT

It usually works fine but its just random times where it seems to just not work

Re: Why is email not triggering on this ticket

Rafael Batistot — Tue, 22 Jul 2025 09:10:24 GMT

Mentioned User Notification Preferences

Users can disable their Activity Stream notifications under “My Notifications” or “My Profile → Notification Preferences”.
If the mentioned user has disabled notifications for mentions, they won’t get an email—even if the system is configured properly.

Re: Why is email not triggering on this ticket

Ankur Bawiskar — Tue, 22 Jul 2025 09:15:33 GMT

@joshmorris

like this

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Why is email not triggering on this ticket

joshmorris — Tue, 22 Jul 2025 09:23:02 GMT

Yes it is enabled