Email notification is not created after event fires for Group email

Bharath40 · ‎05-04-2017

I have this issue of Email notifications not getting created for one Group even after event is fired. My issue is similar to the one mentioned in this thread Email (notification) does not get created / sent even though event is fired .

There is one user profile with same email address which is locked out and inactive, when I removed the Email address from locked user it starts sending notifications. But this is not exact solution in my case as I cannot remove the Email address for user from AD.

We don't have this issue before upgrading to Istanbul( and user is locked out for long time) , am wondering what new changes or conditions were added with new release that checks for user table for same email address.

Any help is appreciated. ctomasi kalai

Bharath40 · ‎10-10-2017

What you have mentioned is right.

We fixed this issue by modifying on before script to add disabled to email address just like for User id and that worked.

View solution in original post

SanjivMeher · ‎05-08-2017

Delete the user account in ServiceNow or rename the email id for the disabled account in ServiceNow. That should work then, when using that email id as group email.

Please mark this response as correct or helpful if it assisted you with your question.

Bharath40 · ‎05-08-2017

My whole point is that I cannot Delete or rename the email id as it gets refresh from AD for every day.

SanjivMeher · ‎05-08-2017

Hi Bharath,

Most clients dont usually dont sync inactive users from AD. Please check your LDAP integration.

Please mark this response as correct or helpful if it assisted you with your question.

Tim Grindlay · ‎10-10-2017

We also had this problem, and it was difficult to troubleshoot. I was only able to solve it once I found this post. I was actually looking for some kind of block list in ServiceNow for banned email addresses.

Personally I see this as an issue with the platform. Somewhere there is a lookup being performed back onto the user table by email address that looks to see if the user is disabled. That's fine if it is for a user type notifications, but not for group type.

We solved it by removing the email address or user, as we aren't syncing disabled users, but this really shouldn't have been a problem in the first place.

Bharath40 · ‎10-10-2017

What you have mentioned is right.

We fixed this issue by modifying on before script to add disabled to email address just like for User id and that worked.