Troubleshooting email notification failures in ServiceNow - Support and Troubleshooting

Troubleshooting email notification failures in ServiceNow Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } }  Troubleshoot email notification failures in ServiceNow by verifying common configuration settings and eliminating potential causes. This article provides a diagnostic checklist that identifies common causes and links to detailed articles for each verification step.

Symptoms Symptoms may include the following:

Notification is not sent or does not trigger Notification event does not fire Email message is not sent or is stuck in the Outbox Users do not receive a notification Users not getting an email Caller or other specified recipient does not receive a notification Users receive duplicate notifications Users receive notifications they should not receive Notifications do not reach all members of a group Notification content is incorrect Notification condition fails Failed status due to invalid addresses Approval notification is not sent Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supported releases

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Use the following checklist to identify the cause of email notification failures in your environment. Select the reference article for detailed verification steps and corrective actions.

Take this action Reference article Verify that there are no high-level issues with outbound email Outbound email troubleshooting Review common email notification errors and their solutions Troubleshooting email notifications Check notification record conditions How to verify notification record conditions have been met Verify the formatting of the recipient email address Verifying the recipient email address is properly formatted Verify that another condition does not have a higher weight Create an email notification Validate the instance is enabled to send email Verifying your instance is enabled to send email Confirm email is not set to go to the debug user Outbound mail configuration Verify email event was created in the Event Log Verifying that an email event is created in the Event Log Verify that the events process job is running Verifying that the events process job is running Verify the notification event was generated Verifying that the notification event was generated Check that events and notifications are set up correctly Email FAQs and troubleshooting notification emails Verify the events process scheduled job is running How to identify a delay in an event processing job Confirm the user has not disabled notifications and a notification device is configured Verifying a user's notification preferences Enable subscribable notifications Subscription-based notifications are not working Verify email notification is based on the correct table Email notifications