Notifications not sent to a user with itil role

[michaelwend]

Hi All,

I'm just stumbling across a problem in a customer project that when a user with Itil role orders a catalog item the notification "Request was opened" or any other notification on sc_request is not triggered and not sent, but notifications are triggered and sent when it is an end user without a role (or without the Itil role).

Anyone aware of this and how to solve it?
Thanks in advance

[Dr Atul G- LNG]

Hi @michaelwend 

Do you mean notification going for the end user but not for the ITIL user? Is there any issue with notification preference?

[Bruno_Watanabe]

Hi @michaelwend 

This issue might be related to how notifications are configured in ServiceNow, particularly regarding user roles and conditions for triggering notifications. Here are some steps you can take to troubleshoot and potentially resolve the issue:

1️⃣Check Notification Conditions: Review the notification conditions for the "Request was opened" notification. Ensure that there are no conditions that inadvertently exclude users with the ITIL role. Sometimes, notifications may have conditions based on user roles or groups that need to be adjusted.

2️⃣Role Permissions: Verify that users with the ITIL role have the necessary permissions to trigger notifications. It's possible that there are security rules or access controls that prevent these users from generating certain notifications.

3️⃣Test with Different Roles: Create a test user with similar permissions to the ITIL role but without it, and see if the notification triggers. This can help isolate whether the issue is specific to the ITIL role.

4️⃣Check Notification Logs: Look at the notification logs in ServiceNow to see if there are any errors or warnings related to notifications when an ITIL user places an order. This can provide insights into what might be going wrong.

5️⃣Review Business Rules: Check if there are any business rules that might be affecting the notification process for users with the ITIL role. Sometimes, business rules can interfere with the expected behavior of notifications.

6️⃣Update Notification Settings: If the notifications are not set to trigger for certain roles, you may need to modify the notification settings to include the ITIL role explicitly.

7️⃣Consult Documentation: Review ServiceNow documentation or community forums for any known issues or additional settings related to notifications for users with specific roles.

If after these steps the issue persists, consider reaching out to ServiceNow support for further assistance, as they may have more detailed insights into role-specific notification behaviors.

[Jordan Vignoni]

Is it a certain user not receiving the notification(s), or is it everyone with the itil role?  If it is only a certain user, it could be the notification is disabled in the preferences for that user.  You can check the email logs to confirm the notification was sent, and it will show you the recipients.  Also, I believe "Preview Notification" from the notification will show you who will receive it.