Group Notification not working for only one member of that group

[nireesha1]

Hi,

    There is a email notification to send the mail to the group members whenever a new task is assigned to it. (Request task assigned to group)

All the group members are receiving the mail whenever a new task is assigned to that group but only one person is not getting the mail.

I checked the notification preferences. 'Request task assigned to group' is turned ON for primary mail.

Additional info : There is also other mobile device and the notification is turned off for that mobile device.

Can anyone help me???

[KarenWoodward]

Just yesterday I found out the cause for the same problem we are having where only some users don't get email notifications even though their notification prefs are set to "on" and the email address appears in their user record.   If within SN we used the mail client and typed out the person's email address, the user received that message. But mail sent by selecting the user from the SN address book (so to speak) did not get sent per the email logs and didn't hit the smtp server.   The user had no mail filters or rules that were stopping the message.

In the user record of the person not getting the notifications, click Notification Preferences, then click Primary email.   Another form opens. With our problematic users, the email address on that form was blank, and SN keys on that field to send notifications, not the email address field on the main user record.

Seems so obvious but I didn't see it till yesterday (we're 3 months in). The users who weren't getting notifications are now receiving them.

[solutioningnow]

Hi Nireesha,

As rightly mentioned by Adam, attaching the screenshots of the checks that you should perform for your instance.

1) Check user records preference.

2) Check the Email Notification Settings as below

Apart from performing the above steps, what i would suggest you to do is change the "Who Will Receive" from assignment group to just the user and select the user who is not receiving the notification and then perform a test. If that resolves the issues then there must be some wrong configuration in the group for the user.

If that doesn't solves your issue then you can raise a ticket in HI and they might be able to guide you on that.

Please mark answer as correct, if it was really helpful 🙂

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[Jacob_Andersen]

In addition to the above check to the email notification, the very first check I'd make would be the email logs.   If the user is listed there, then it has nothing to do with your email notification and probably more to do with his email getting filtered for some reason.

Let us know what the issue was when you find it!

If this answer solves your problem, please mark it as such so that others may find it in the future.

[Revanth7]

Hi,

I also face a similar issue. Whenever an incident is opened, opened for email is sent to the user. The email is getting triggered correctly for all users except one user. For that user, email is getting triggered but email does not contain recipient address and the user has a valid email address and notification is enabled also. Please help me on this.

[arpanpaul]

Hi, Please check if the user has created any personal notification that is causing conflict with the existing default notifications. This generally happens when user in an assignment group doesn't receive notifications while rest of the members receive it.