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

Why not just remove the user from the group as that user is not activ anymore. Just use the group email id.

See if event is generated after that. If event is generated, but email is not generated, something is wrong with the notification itself.

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

Bharath40 · ‎05-08-2017

Hi Sanjiv,

You got me wrong, there is no inactive user in group. Email id used for group is associated to Inactive user which I cannot modify in AD. Please see my reply to chuck with for exact scenario.

Dave Smith1 · ‎05-08-2017

Is the problem actually caused by the inactive account (in the platform, not in AD)...?

Bharath40 · ‎05-08-2017

Yes , when I remove email address it works in ServiceNow. Nothing to be change in AD.

Dave Smith1 · ‎05-08-2017

Okay, so really the problem can be fixed by not having the inactive user. Your approaches are:

delete the user in AD so it doesn't import - which isn't a great approach
apply a filter during the LDAP synch that excludes inactive users - which means a user marked inactive in AD when they leave may be missed by the AD sync and still be an active platform account, unless you can use a transform script to check if they're inactive in AD and only apply the inactive flag in the platform (and not touch other fields)
change the address for the group and notifications so it's completely avoiding this inactive user - which would be my preferred approach. I can't see the logic behind having an inactive user and active group both sharing the same email address (it feels like it's misleading information)