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Troubleshooting email notification failures in ServiceNow

 

Description

This article guides you through the process of troubleshooting email notification failures in ServiceNow. It provides steps to help you eliminate common causes of your problem by verifying that the configuration of your networking is correct. 

 

Symptoms
Symptoms may include the following:
  • Notification is not sent
  • Somebody did not receive a notification
  • Users receiving duplicate notifications
  • Users receiving notifications that they shouldn't
  • Notification does not trigger
  • Notification not working
  • Notification content is wrong
  • Notifications not going to all members of the group
  • Users not getting an email
  • Message is not sent
  • Failed status of invalid addresses
  • Callers not receiving a notification
  • Notification condition failing
  • Notifications events do not fire
  • Notification event does not trigger
  • Approval not sent


Resolution
Determine whether any of the troubleshooting steps below are true for your environment. Each step provides a link to an article that will help you eliminate possible causes and take corrective action as necessary. 
  1. Begin by ensuring that you don't have high-level issues with outbound email. For more information, see KB0521382: Outbound Email: Troubleshooting.
  2. Review common email notification errors and their solutions. For more information, see Troubleshooting Email Notifications.
  3. Verify that the notification's record conditions have been met. For more information, see KB0528655: Verifying the notification's record conditions have been met.
  4. Verify that the recipient's email address is properly formatted. For more information, see KB0528671: Verifying the recipient's email address is properly formatted.
  5. Verify that another condition does not have a higher weight. For more information, see Specifying When to Send the Notification.
  6. Verify that the instance is enabled to send email. For more information, see KB0524529: Verifying the instance is enabled to send email.
  7. Determine if email is set to go to the debug user. For more information, see Outbound Mail Configuration.
  8. Verify that an email event was created in the Outbox. For more information, see KB0523579: Verifying that an email event is created in the Outbox
  9. Confirm that an event was created and verify that the events process job is running . For more information, see KB0523580: Verify that the events process job is running.
  10. Confirm that an event was created and verify that the notification event was generated. For more information, see KB0528653: Verifying that the notification event was generated
  11. Confirm that an event was created and review the general procedure on creating events and setting up associated notifications. For more information, see Events and Email Notification.
  12. Confirm that an event was created and verify that the events process scheduled job is running. For more information, see KB0524525: Verifying the events process scheduled job is running.
  13. Verify that the user has not disabled notifications or that a notification device is configured. For more information, see KB0528667: Verifying a user's notification preferences.
  14. Confirm that subscribable is enabled. For more information, see KB0516987: Subscription-based notifications are not working.
  15. Verify that the email notification is based on the correct table. For more information, see Email Notifications.

 

Note: If your problem still exists after trying the steps in this article: Submit an incident to Technical Support and note this Knowledge Base article ID (KB0538135) in the problem description. For more information, see Customer Support.

 

 




 

Article Information

Last Updated:2017-10-23 12:25:05
Published:2014-04-14