If email notifications appear in your Skipped mailbox, or if your end users are receiving duplicate emails, check the email notification weight. Weight is a numeric value representing the sending priority of the notification in relation to other notifications in the same table.

This video explains how to check notification weight and change it, if necessary.

For more information on email notifications and weight, see:

Wiki:

Assessment Metric Categories - ServiceNow Wiki

Email Notifications - ServiceNow Wiki

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