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.
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 ...