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Notifications sent to incorrect email address

Number of views : 8
Article Number : KB0016416
Published on : 2021-04-23
Last modified : 2021-04-23 16:10:21
Knowledge Base : ServiceNow - Public Self Help

If you are receiving ServiceNow notifications at a personal email address (or any email address that differs from your primary email), it is likely because there are multiple EIDs tied to your name.

Users and user information in ServiceNow are populated directly from TED. If you have multiple EIDs in TED, multiple entries will be returned when searching for your name in ServiceNow. Often users have multiple EIDs and aren't even aware of it. These usually come from previous prospective student or job applicant affiliations, or previous participation in UT activities or programs.

If you are receiving notifications at the incorrect email address, often this is because a search for your name in ServiceNow pulls multiple options and the option tied to your non-primary EID was selected.

The easiest way to resolve this is to merge your EIDs using the EID self-service tool. You will need to know both EIDs (use Find My EID if you're not sure) and the password for both EIDs (use Find/Reset My Password if necessary).

When merging, you will be able to choose which EID you would like to retain. You can choose either, but it is recommended that you retain your "primary" EID to avoid additional complications.

If you can confirm the entry tied to the correct EID has been selected and your primary email address in TED is correct (can be verified on UTDirect All My Addresses) and you are still receiving notifications at the incorrect email address, submit a ticket to the ServiceNow team for assistance.

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