Delivering an e-mail
As you can see from the following list, there are a great many steps that the instance goes through to send an e-mail. Some may be skipped or delivered as a shortcut, depending on the situation, but an e-mail may not be sent if any one goes wrong!
A record is updated: Most notifications are triggered when a task changes state or a comment is added. Use the debugging techniques discussed in Chapter 9, Diagnosing ServiceNow – Knowing What Is Going On, to determine what is changing.
Tip
The next two steps may not be used if the notification does not use events.
An event is fired: A business rule may fire an event. Look under System Policy > Events > Event Log to see whether it was fired.
The event is processed: A scheduled job will process each event in turn. Look in the Event Log and ensure that all events have their state changed to Processed.
An e-mail notification is processed: The event is associated with an e-mail notification or the e-mail notification uses the...
