Why is email not triggering on this ticket

[joshmorris]

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?

[Rafael Batistot]

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.

[joshmorris]

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

[Rafael Batistot]

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.