Issue
ServiceNow has a default setting where inactive users are locked out. This implies in all subsequent versions, locked-out inactive users won't receive notifications. Therefore, if a user stops receiving notifications, it's advisable to confirm that the user is not inactive.
Note: By default, ServiceNow locks out inactive users.
Procedure
- Log in to the instance.
- Navigate to User Administration > Users.
- Select the user record you want to troubleshoot from the list.
- Verify that the Active field is selected.
- If the user is inactive, verify this is intentional
- If the user was already active, verify that the user is not locked out