Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Email notification preferences for non-primary devices (channel) are not enabled automatically as on the primary device - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Email notification preferences for non-primary devices (channel) are not enabled automatically as on the primary device
KB0635948

Email notification preferences for non-primary devices (channel) are not enabled automatically as on the primary device


4724 Views Last updated : Aug 28, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

When a notification is sent to secondary notification devices like Push, Voice, SMS or additional emails, the secondary devices do not receive the notification if it is not explicitly selected on the user notification preferences.

 to add the new channer (device)

Symptoms

You are facing this issue if:

  • Users are complaining they are not receiving notifications, for example, Push, Voice or SMS messages.
  • Users have more than one device enabled and they receive notifications only on the primary device.
  • Users stop receiving notifications when new notifications are added to the instance on the non-primary devices.

Cause

Email Notifications validate recipients against the cmn_notif_message table. All matching records for the notification for that user will receive it. If the user does not have a record in the table, records are created on the table only for the primary devices. Without a cmn_notif_message record, users will not receive a notification on the device.

 

Note iconWarning: Secondary devices do not receive notifications automatically. The notifications must be selected manually.

 
The following figure shows that when a notification is sent, only the primary device (channel) is created on the cmn_notif_message table.

 automatically created

Resolution

Keep user primary devices current. Any additional (secondary device) notification needs to be added manually to the user list of active notifications.

Users who create a secondary device (for example, SMS or extra email) need to manually select the notifications that will be received with those devices using the User Notification interface.

  • Starting with Jakarta:
    1. Click the gear icon and access the Notification section.
    2. Click the notifications you want to receive.
    3. Activate the secondary devices by setting the slider to green (on).
  • For versions prior to Jakarta:
    1. Go to the User profile.
    2. On the notification preferences, select the notifications you want to receive.
    3. Activate the secondary devices by setting the slider to green (on).

A new record on cmn_notif_message is created with the activated devices (channel).

secondary device activated


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.