Users not receiving notifications | Troubleshooting
There are two possible reasons why users may not receive email notifications:
The user chose not to receive email notifications
There is a flag in the user record that specifies the notification method.
The user is the event creator
By default, ServiceNow does not send an email to the person who caused the email action. For example, if you assign an incident to yourself, the system does not notify you that the incident has been assigned to you. If you are testing the system, you might want an email delivered to check your configuration. This default behavior can be changed so that the event creator does receive emails.