sub prod emails not generating to email logs

[Les1]

So i thought that the issue of emails not hitting my email logs was just for a certain context but seems that they arent generating for any of our Notifications (whether based on Incident creation, catalog requests etc).

Report based emails appear to still be hitting the logs but thats about it.

In sub prod we do not have email enabled.  However, usually this still means that if emails are generated by various activities they visible in the email log in a Ready state (versus a Sent state if email was enabled).

This seems to be a recent change in behavior. Looking at PDI emails do get generated to the logs.

thoughts?

[Michael Jones -]

Check under Active Transactions and see if there is an event processor or similar entry that has been stuck running for a long time - I've seen this occur (sometimes running for days) and killing that active transaction will cause the notifications to show up. 

I hope this helps!

If this was helpful, or correct, please be kind and mark the answer appropriately.

Michael Jones - Proud member of the GlideFast Consulting Team!

[Sai dinesh1]

Check for the Email reader scheduled job on your instance and make sure the next action should be in the future. 

https://xxxx.service-now.com/sys_trigger.do?sys_id=91616b03c611227b014e3d95b7f9d1dd&sysparm_record_target=sys_trigger&sysparm_record_row=2&sysparm_record_rows=2&sysparm_record_list=nameCONTAINSemail%5EORDERBYname

KB - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0523573

[Les1 · Accepted solution]

Thanks for the replies, i've marked both as helpful. I did end up creating a support case so i'm not sure if either of the replied suggestions would have gotten to the same resolution though Michael's sounds pretty close. according to support it had to do with stuck "event process" jobs following the clone down. 

https://your instance url/sys_trigger_list.do?sysparm_query=nameSTARTSWITHevents&sysparm_view=

following KB was offered though about the only step of resolution offered in the KB is to open a case.

KB0821562