Email assigned to group (sc_task) - NO EMAIL

Luiz Lucena · ‎12-12-2023

Hello everyone,

I'm pulling my hair here with a situation unusual and I'm not sure where to look anymore.
We have a workflow that creates a SCTASK at some point and when the task is created, the notification Email assigned to group (sc_task), should be triggered.

And is actually working fine, I'm seeing notifications being sent.
The problem is that yesterday, for some reason, NO EMAIL was generated for few tasks, all of them matching the criteria to send a notification and for the same assignment group.

I'm getting lost without ideas where to look.

Anyone has a clue where to look or is it a case for Now Support?

Thanks,

AshishKM · ‎12-12-2023

Hi @Luiz Lucena,

There may be various reason, any mail issue at ServiceNow side on your instance.

Did you check the email log for those tasks, at least one group members should be active any user update job at the same time.

You have to find out , the specific time duration when this happen and relate with any other known issue same time. You should open case with NowSupport if no finding so far.

-Thanks,

AshishKMishra

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution

View solution in original post

Danish Bhairag2 · ‎12-12-2023

Hi @Luiz Lucena ,

Troubleshooting issues with ServiceNow notifications can involve checking various aspects of your configuration. Here are a few steps you can take:

1. **Check Notification Logs:**

ServiceNow maintains logs related to notifications. You can check the Notification Logs to see if there are any errors or issues related to the missed notifications. Navigate to `System Logs > Notifications > Notification Logs`.

2. **Review Notification Conditions:**

Double-check the conditions set in your notification. Ensure that the conditions match the criteria for the notification to be triggered. Also, verify any script conditions that might affect the notification.

3. **Examine Workflow Execution:**

If the issue occurs during a specific step in your workflow, check the execution of the workflow for those instances. Look for any errors or unexpected behavior during the creation of SCTASK.

4. **ServiceNow Support:**

If the issue persists and you cannot identify the root cause, it might be worth reaching out to ServiceNow Support. They can provide more in-depth assistance and guidance.

Thanks,

Danish

AshishKM · ‎12-12-2023