How to identify why email notifications fail to send to a recipient - Support and Troubleshooting

How to identify why email notifications fail to send to a recipient 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 notifications that do not trigger for a specific recipient. This article provides a diagnostic checklist to identify common configuration and system issues that can prevent a notification from sending.

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

Cause .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: ; } } An email notification can fail to trigger for a recipient for one or more of the following reasons:

The primary email is not enabled for the recipient in the Notification Messages [cmn_notif_message] table The recipient's email address is incorrect in the Notification Devices [cmn_notif_device] table A business rule on the target table contains setWorkflow(false), which suppresses notifications Email sending is not enabled at the instance level The triggering event did not fire (event-based notifications) or the conditions are not met (condition-based notifications) The recipient's notification preferences have the notification turned off The SMTP email account is inactive or misconfigured System policy settings prevent event creators from receiving their own notifications Group members are inactive or have notifications turned off 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: ; } } Complete the following steps to identify why the notification did not trigger.

1. Verify the recipient's notification subscription In the Notification Messages [cmn_notif_message] table, search for the recipient and the notification. Verify that the primary email is enabled.

Note : The [cmn_notif_message] table stores all email subscriptions on the instance. A separate record is created for each user who subscribes to the same notification.

2. Verify the recipient's email address In the Notification Device [cmn_notif_device] table, verify that the primary email address for the recipient is correct. The system uses this address to send notifications.

Note : When you update a user's email address in the User [sys_user] table, the "update email devices" business rule updates the corresponding address in the [cmn_notif_device] table.

3. Check for business rules that suppress notifications On the target table, check for business rules that contain setWorkflow(false). This method suppresses email notifications.

4. Verify that email sending is enabled Go to the system properties list and search for glide.email.smtp.active . Confirm that the value is set to true .

5. Check the notification type and trigger mechanism Event-based notifications:

Go to the event log and verify that the relevant event fired If the event did not fire, review the associated business rule for correct conditions and parameter passing through the gs.eventqueue method Verify the triggering event, specifically the notification.engine.process0 event Condition-based notifications:

Verify that the conditions specified for triggering the notification are met for the target record.

6. Verify the recipient's notification preferences Impersonate the recipient and go to their profile. Select Preferences > Notifications > Advanced preferences and search for the notification. Verify that the primary email is enabled.

7. Review the notification conditions Open the notification record and preview the notification. Verify that the trigger conditions are met for the target record.

8. Verify the SMTP email account Go to Email Accounts and confirm that the SMTP email account meets all of the following criteria:

Active Created by an admin Type is set to relay

9. Review email diagnostics Review the email sending operational status under Email Diagnostics.

10. Check event creator notification settings If the event creator should receive the notification, adjust the system policy settings to allow event creators to receive their own notifications.

11. Verify group notification settings For notifications sent to groups, verify the following:

All group members are active Group members have notification preferences enabled In the [cmn_notif_message] table, search by user ID to confirm that primary email addresses are present for each group member.