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

Chuck Tomasi · ‎05-06-2017

Hi Bharath,

As far as I know, there was no change in the way that events trigger notifications in Istanbul. If there was, it could cause lots of problems with customers that I'm sure we would have heard about by this time. Have you used the Preview Notification button to test your email and find out if the notification will go to the intended recipients?

Bharath40 · ‎05-08-2017

Hi Chuck,

Thanks for the reply, problem is we don't have record in Email logs.

1) X is a user record for shared mailbox which is inactive and locked out this has email id as e.g x@servicenow.com

2) Y is ServiceNow local group for which group email is given as x@servicenow.com.

3) When event is created it doesn't create or trigger event notification.

4) When I make X as active or remove x@servicenow.com from X it works, but in practical I cannot do this as It's valid email and gets updated from AD daily to user record.

So ServiceNow cannot send email to email id which is associated with in-active user. Please let me know if this isn't clear

Dave Smith1 · ‎05-08-2017

Because the user account associated with x@servicenow.com is marked inactive, no emails are sent to that account... is that what you're saying?

If the account is disabled, why not just clear the email address out for that account?

Bharath40 · ‎05-08-2017

I can remove the email address in ServiceNow but this is not permanent solution as it gets updated from AD and there is no way I can remove email id in AD. Its a Shared mail box account.