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Mastering ServiceNow - Second Edition by Martin Wood

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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!

  1. 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 9Diagnosing 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.

  2. An event is fired: A business rule may fire an event. Look under System Policy > Events > Event Log to see whether it was fired.
  3. The event is processed: A scheduled job will ...

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