How to fix email notifications failing even when conditions are met due to empty Device fieldIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Email notifications fail to send even when conditions are met. Error logs include a message "Exception: id must be provided". This occurs when the Device field in the cmn_notif_message table contains an empty value, which prevents notification delivery. Following is a sample log output showing the error. id must be provided: java.lang.IllegalArgumentException: id must be provided: com.google.common.base.Preconditions.checkArgument(Preconditions.java:122)com.glide.notification.cmn.CmnNotifDeviceRepository.getById(CmnNotifDeviceRepository.java:379)com.glide.notification.cmn.NotificationRecipientsBuilder.processUserNotificationMessage(NotificationRecipientsBuilder.java:697)com.glide.notification.cmn.NotificationRecipientsBuilder.lambda$moveUsersToRecipients$0(NotificationRecipientsBuilder.java:668)java.util.stream.ReferencePipeline$3$1.accept(ReferencePipeline.java:193)java.util.HashMap$ValueSpliterator.forEachRemaining(HashMap.java:1628)java.util.stream.AbstractPipeline.copyInto(AbstractPipeline.java:482)java.util.stream.AbstractPipeline.wrapAndCopyInto(AbstractPipeline.java:472)java.util.stream.ReduceOps$ReduceOp.evaluateSequential(ReduceOps.java:708)java.util.stream.AbstractPipeline.evaluate(AbstractPipeline.java:234)java.util.stream.ReferencePipeline.collect(ReferencePipeline.java:566)com.glide.notification.cmn.NotificationRecipientsBuilder.moveUsersToRecipients(NotificationRecipientsBuilder.java:669)com.glide.notification.cmn.NotificationRecipientsBuilder.build(NotificationRecipientsBuilder.java:213)com.glide.notification.cmn.NotificationActionHandler.send(NotificationActionHandler.java:95) Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Orlando Patch 9b Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This error occurs when a user record in the cmn_notif_message table has an empty Device field. While the field may appear populated in the user interface, checking the XML view reveals that the value is actually empty. The platform is designed to prevent notification delivery when the Device field in the cmn_notif_message table is empty. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To resolve this issue, use one of these methods: Clear or remove the problematic user record in the cmn_notif_message table. This error stops notification processing, so removing the record allows the system to continue. ServiceNow automatically creates records in the cmn_notif_message table during the notification flow.Update the Device field with the correct value. For example, a properly configured Device field appears in the XML view as: <device display_value="Primary email">9b4016f1db310010016754c0cf9619f7</device> In the user interface, the Device field appears as shown in the following image.