Assigned To person not receiving email notifications for ticket assigned to them

[balston]

What are reasons why a user might not receive an email notification when both the Assigned To and Assignment Group fields are updated simultaneously in ServiceNow, even if they are a member of the group?

[GlideFather]

Hi @balston,

check the email logs and you will see if it is sent or not.

If it is sent, then check their mailbox settings (unrelated to ServiceNow), if it was not sent then investigate the reasons.

Also, in the email logs you might find an indicator whether that person disable the notifications...

[GlideFather]

@balston 

quick debugging, go to:

search for any relevant email (per recipient's address or time stamp):

• if really not found, it's a ServiceNow issue,
• if found:
  • check the email's state
  • open that record and review the notification name (e.g. Incident closed) 
    • find this record in notifications, click preview email:

if the name is strikethrough it means the recipient disabled the notifications, in the top section of the notifications you can select different records for the same user or different user for the same records and you will see if there is any other user that will receive it...

if it is this, then the user went to the top right corner and in the preferences > notifications disabled this or all notifications.

[AndersBGS]

Hi @balston ,

Have you looked at the email templates that you might think should trigger? Look at the trigger condition and who should receive the mails. 

[Ankur Bawiskar]

@balston 

things to check

1) does that user has email field populated?

2) is that user active and not locked out?

3) did that user disable notification preferences from settings?

If my response helped please mark it correct and close the thread so that it benefits future readers.