Unsubscribe from email notification is not working.

[Kalesh A1]

Recently I have created an email notification "test unsub" with email template "Unsubscribe and preferences". The notification is triggering fine with below email body.

When I click on Unsubscribe a predefined email is generated and I have sent that mail and it is received in my personal instance, please check the screenshots below.

record from emails log=>

To check if the inbound action "Unsubscribe from Notification" is working I have put an gs.log("Inbound triggered") in the script, the OOB inbound email action is triggering without any issues.

But when I trigger the same notification to the same user it is actually sending the notification again to the user. I don't know why the OOB inbound email action for for unsubscribe is not working. Please guide me if there is anything else to implement to make this unsubscribe feature working.

[Musab Rasheed]

Hello,

Please go through below links and see if they are helpful, Also there is OOB Inbound action which is doing this, in case you have created custom one please revisit or deactivate and leverage what is there OOB

https://yourinstance/nav_to.do?uri=%2Fsysevent_in_email_action.do%3Fsys_id%3D4659d1bf7fb312007f005212bdfa9140

Helpful links

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/notification/concept/email-unsubscribe.html

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0952319

https://community.servicenow.com/community?id=community_question&sys_id=bd681c70db3a1010d5c4d9d96896192f

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0788195

Don't forgot to mark my answer as correct if that resolves your issue.

Regards

[Sagar Pagar · Accepted solution]

Hi,

Please check cmn_notif_message table. There should be record for user with Filter value as Unsubscribe.

Also go through this article: How does Unsubscribe to the notification works, when user clicks on Unsubscribe link in the notific...

Thanks,

Sagar Pagar

[Kalesh A1]

Hi Sagar,

Thank you.

I have checked this table, the issue was that the mal id I was providing in event param1 is not linked to any user in sys_user table. When I used an email which is actually in sys_user table a record is getting created in cmn_notif_message table with filter value as unsubscribe.

Thanks,

Kalesh