Teams Notification not receiving even if getting logs correctly.

HarshalaK
Tera Contributor

‎12-01-2025 04:12 AM

I have created one provider notification on Incident table on insert/Update on active true condition and content with Type is simple and simple message body. When I run this to I checked logs with updated inc no, I am getting log correctly over there, but Notification on teams not receiving, Checked below, still not luck 1. s y s_notification_execution - showing correct count for deliverable 2. Checked : Go to Conversational Interfaces → Settings → Microsoft Teams Integration and ensure “Enable Notification for all users” is turned on. 3. 's n_now_teams' Plugin is up to date. Have anyone face this kind if issue, please let me know. Thanks in Advance!
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Matthew_13
Kilo Sage

3 weeks ago

@HarshalaK 

Yes, I’ve seen this happen before, and it can be pretty frustrating because everything looks correct on the ServiceNow side.

Since the notification is firing and you can see entries in sys_notification_execution, the issue is usually on the Microsoft Teams delivery side, not with the notification setup itself.

A few things that are commonly missed:

  • User mapping to Teams
    Make sure the user actually has a valid Teams user mapping (UPN / Teams ID). Email alone doesn’t always work.

  • Teams app installation
    The ServiceNow app/bot must be installed in Teams for the user or channel. If it isn’t, Teams will silently drop the message with no clear error.

  • Recipient type
    Try sending the notification to a single known user first, instead of a group or dynamic recipient, just to confirm basic delivery works.

  • Check Teams-specific logs
    Look at System Logs where the source is sn_now_teams. Sometimes errors show up there even when notification execution looks successful.

  • Message content
    Simple text is good, but double-check there’s no HTML or special formatting that Teams doesn’t like.

In most cases I’ve seen, it ends up being either missing Teams app installation or user-to-Teams mapping. If everything checks out and it still doesn’t deliver, opening an HI ticket is usually the next step.

Hope this helps — you’re definitely looking in the right places already.

@HarshalaK Please mark Solution Accepted and thumbs up if you find helpful!

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