P3 notifications

[Koji Yanase]

Some customers received the P3 incident "P3 - Medium | Mail Sending was Delayed By 12+ Hours" notification, while others did not.
What could be the reason for this?

[GlideFather]

Hi @Koji Yanase

there could be many reasons... it strongly depends if that notification is triggered by conditions (e.g. incident is created or assigned to is not empty) or by an event. And that event could have been fired by a scheduled job, flow, business rule, ...... 

Without the visibility into your platform, it's impossible to give you meaningful suggestion 😛 but as a starter, please check how is that notification triggered - condition or event. Then let me know and we can think of the next steps what to check

[Koji Yanase]

Hi GF,

Thank you for your quick response. Sorry, my question is about ServiceNow support. This P3 issue is about real ServiceNow customer production instances. Actually, customer A received the notification, but B did not. Of course, both customers have suffered actual harm as a result of the email outage.

[Tanushree Maiti]

Hi @Koji Yanase 

I will suggest you check the trigger condition of Notification (if it is called by event , check from where event is called like BR , schedhuled job , and what condition has been mentioned there to trigger gs.EventQueue().

Also in notification/email script (if any) /event param  - check the recipients list.

Here are the potential reasons for this disparity:

• Geographic or Regional Disparity: The issue may only affect specific region (location) user. 
• Specific Functionality/Feature Usage: The P3 issue might be limited to a specific feature  that only a subset of customers utilizes , so recipient is less.

You have to check in your system for exact root cause..